Unable to add an exisiting client

Hello Ana,

Welcome to the QuickBooks Community! I love that you're looking to use the QuickBooks Online Accountant edition to connect with your clients. It's a great way to make working on their books that much easier while having access to the tools you need. I'll point you in the right direction to learn more about what's going on.

When these kinds of errors occur and can't be resolved with troubleshooting, they may need to be escalated to our engineering team. It sounds like that's what's happened with your case since you mention being told it's under investigation. I know how important time is for accountants and our engineers do everything they can to resolve these errors as quickly as possible, but the time frame can vary depending on the complexity of the issue.

I appreciate that you've shared the error message you're seeing. I see you say you've spoken with someone already today, but if you'd like to speak with someone else, having the case number and your account details to reference is ideal so we can pull up the case to read the notes and check on the investigation. Since the Community is a public forum, please don't share those details here.

To have get another look at your case, feel free to reach out using one of the following options.

Schedule a Callback or Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat

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These options allow agents to gather your details in a secure environment. If you go with the social media option, be sure to send a private message with your details.

Don't be afraid to reach out. We're here to help!