Question

QB has disabled our system administrator

Forum|Forum|5 years ago
December 7, 2020
4 replies
0 views

Our system administrator received the following message mid-November, 2020:

"Your administrator has not granted you access to QB Online Plus."

She contacted support right away. Was given a case number, but we have seen no fix to this problem. We are not able to run our business!

I am a co-worker and have some access to the system, so we can write checks, but we cannot reconcile to the bank accounts.

Can anyone help us get this corrected? I find it crazy that QB would let this go on so long.

Thank you.

QuickBooks Online

MJoy_D

This is not the experience we want you to have, @janathom.

Let's resolve the error your system administrator has received so you can access QuickBooks Online.

We recently had an issue with users that can't access their QBO account. They received the "Your administrator has not granted you access to QuickBooks Online Plus. Please contact your system administrator with any questions." error message. Our Product Engineering team is already aware of this and is now working for a fix.

To check for any updates about this case, I suggest reaching back to our Customer Support. You can provide them with the case number so they can take a look at it and provide you with the information that you need to resolve this.

You can reach our Customer Support for QuickBooks Online (QBO) by going to the Help icon at the top right of the account. Follow the steps below:

Go to the Help icon to connect to a live support agent.
Provide us with some information about your concern.
Select the Contact Us button and provide some details about this concern, then on the Let's talk button.
You'll now be provided options on how to connect to our Customer Support.

Here's the contact the QuickBooks Online Customer Support team article for more information.

That should get you back to business. Let me know if there's anything else that I can help with your account by leaving a comment below. Take care and enjoy the rest of the day.

J

janathomAuthor

Thank you for your reply. Our system administrator has done this numerous times, but keeps getting an automated e-mail with no results. Quite frankly, I am shocked by this lack of customer service from QB. Surely we must be able to talk with a person to get this fixed.

J

janathomAuthor

Is there any further information on this problem?

janathom

Jessica_young

Thanks for this update, @janathom.

Unfortunately, we are unable to make any changes of this kind within an account. It may be best to have your Master Admin reach out to support, so we can get your team up and running once again!

@MJoy_D has highlighted some great contact details earlier in this thread.

Please let me know how this works out, and we are here to help if you have additional questions!

L

lveber

I am having this exact problem - and am the ONLY one with access to the account. I set it up! It says there is new software available but I don't have the permissions. WHAT??? My name and email are the ONLY listed as primary. How can I access the update?

Lisa

J

jamespaul

Hello, Lisa.

Just to clarify, are you using the QuickBooks Online Windows app? This might be caused by the app's data, which prevents you from accessing the company file and getting the update. I'll share the steps below so you can fix this.

In this case, you can click the Help menu then select Reset App Data.

Alternatively, you can uninstall and reinstall the Windows app to resolve the error and apply the needed version updates.

You can get the installer here: https://quickbooks.intuit.com/online/apps/

However, if you're using the browser and need to update a few things in your Online account, you can use an incognito or private window. This rules out any cache-related issues in QuickBooks Online. Shortcut keys:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Safari (newer versions only): Command + Option + P

From there, log in to your company account. When you're able to do so, go back to the regular browser and clear the cache. This deletes the data that causes the error message. Close all browser processes to successfully clear out the cache storage.

Alternatively, you can use another supported browser instead of clearing the cache.

After successfully logging in, you can check out our articles if you need help managing your business. Browse them in our QuickBooks Online articles list.

Please let me know if you have questions doing a certain task in the program. You can visit this thread again and add the details of the issue in your reply. I'll get back to you to help you out.

S

Sofia7

We have the same problem and it's been 4 days! We are using QB Payroll Online and when trying to log in it just gives me the message "Your account has been disabled. Please contact your system administrator for more information." We only have one user! I have contacted Quickbooks multiple times and apparently the back end team is working on it. I got a case number (INV-50953) but have heard nothing after that. It's been 4 days! I have tried restarting computer, different browsers, incognito, clearing cache etc... I can't click any gear icons because I'm the admin and can't sign in. I'm very concerned for this lack of customer service, I haven't had any updates regarding this issue, I have no idea how many weeks it's going to take, how many payrolls I'm going to miss. You can spend hours on these chats but no one knows how long this is going to take. I'm surprised by what Quickbooks thinks is a appropriate wait time... If anyone has any other suggestion or an estimate how long it normally takes for the back end team to resolve these things, let me know!

R

RCV

This is not the impression we want you to experience when logging in with your payroll account, Sofia7.

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding missed updates of this issue. We'll be able to take action on improving our customer service. At this time, there's no specific time on when this issue will be resolved. Rest assured, our engineers are working together for the permanent fix.

Once you contacted our support agent, they'll send you an email notification about the update of this issue since they already added you to the list of affected users. However, you can still contact us to run the payroll since we have a tool to help you with this one. You may call us at a time convenient to you, send a message via chat, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

Go to the Help icon on the top right.
Enter your concern in the search field.
Choose Talk to a human.
Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human.
Press Contact us.
Tick Continue.
Choose Chat or Get a callback.

Feel free to visit our Help article page for more insight about managing your business in QuickBooks.

The Community will always have your back if you need anything else in QuickBooks Online. Assistance is just one click away. Take care always.

P

Pdickson

Here I am with the same issue in 2023. Just saying. It has been a little over THREE WEEKS that I cannot access my business.

K

Kevin_C

Hi there, @Pdickson.

I wish you didn't have to bear all these hurdles when working with QuickBooks. I'm here to lead you to the best support to handle this immediately so you can get back to your business.

In situations like this, we’ll have to review your QuickBooks Online (QBO) account setup. The process requires us to open your account, which I’m unable to do here in the Community since this is a public forum and for security reasons.

I suggest contacting our Customer Care Team to check your account securely. They'll also be able to further assist with determining why you cannot log in to your QBO account.

Since you're currently unable to access your QBO account, you can contact our live chat support to connect with an expert. You can also contact them by calling the number in the Can't get signed in? section of this article: QuickBooks Online Support.

Also, have you encountered any specific error messages while trying to access your business?

Additionally, if you forgot your login credentials, we have a helpful guide to get into your account and get back to business as usual: Recover your Intuit Account if you can’t sign in.

Leave a comment again if you have any other concerns or further questions about accessing your QuickBooks account. I'm always ready to help.

P

Pdickson

I have done everything you mentioned above. I have sent in copies of my ID, Articles of Inc, Letters, AND received an auto email saying it will be 24-48 hours for them to get back to me.

Support is a joke.

You have all the information to fix the PROBLEM YOU CREATED. NOT ME. What frustrates me the most is that this problem is on your forum from 2020! You know it exists and yet SUPPORT acts like they have to do all this back ground checking and fix my browser. WHAT! This should be in your support database. The fix should take an hour at the most. NOT THREE WEEKS!

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