I have invited my users to use the payments solutions as instructed. Of the 4 individuals, 2 have been able to create user accounts however the remaining 2 are not able to create user accounts. I am the admin and I sent emails to both of the ones that are not set up. Neither are showing up in my admin screen of users.
In one case, the user is receiving an error indicating that they must be invited and to refer to their admin; he selects the option to send admin email however admin never receives email. If I try to add him, I receive error that he is already a user. UGH!
In the second case, it indicates that he is already a user however he is not on my list of users - he is unable to sign in because he has never created the user account. We have tried to reset password however the default security question "name your first pet" does not work since we do not know what the password is; if I select the other option to reset password, it refers me to see my admin - which is me. UGH!
When I call the help desk, it is an automated service that does not have a clue what I am referring to when asking for help with Intuit Payment Solution Users, after 10 minutes of answering automated service questions, it dumped me into a que which advised that the wait time would be a minium of 20 minutes. Seriously do not have time to wait on hold for 20 minutes for help with a process that should not take this much of my time.
Help would be appreciated. I use Quickbooks Enterprise 19.0.
Thanks for reaching out and raising this situation to our attention, LLG2,
Let me get the help you need to ensure you'd able to add user in your mechant account.
To start with, delete the User. Here's what you'll need to do:
Once done, try to add a different email and check if they can receive it. If yes, this means that the problem is the email provider of the user. To help us fix the issue, you can ask the user to add Intuit in their White List.
For additional reference, I'm including a great resource that you can check: How to make sure you receive important email messages from Intuit.
Please let me know how it goes. I'm always here to help. Have a great day!
Appreciate you getting back to us, @LLG2.
Let me provide some information on how to make sure you're able to provision access to your
One possible reason your other two invited users are not able to create their user account is because they already have an existing IntuitID. With the new authentication system, every QuickBooks Desktop Payments user are required to have their own user credentials to be used in QuickBooks for processing payments. For a more detailed information, you may check out this article: Learn more about Intuit ID.
On the other hand, as mentioned by my colleague, @MirriamM, have you tried inviting the two other users using a different email address? If so, were they able to receive the email invitation and sign in?
If the issue persists, I'd recommend contacting our Payments Support Team. A specialist will be able to look into your account on a secured environment and further assist you in provisioning login to your authorized users.
Always feel free to visit us here in the Community if you have other questions about creating and managing your QuickBooks Payments user ID. I'm always here to help.