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T
TKAT
April 7, 2026
Question

Account lock out

  • April 7, 2026
  • 1 reply
  • 15 views

I have recently become the treasurer of a non-profit organization that uses Quickbooks.  The previous leadership has not collaborated with account handover and the account is tied to 2FA for a cell phone we do not have access to.  All my outreach to support pushes me to send in ID etc, but that does not work because my name is not on the account.

I have access to the email accounts that the organization uses, it's the 2FA to a former employee's cell number that is preventing access.  I am able to send in the government corporate registry and my own ID to prove I am on the board of directors.  I just need to know how to do that so the account can be reinstated.

Thank you very much

1 reply

J
Jane_MQuickBooks Team
QuickBooks Team
April 7, 2026

Hi there, TKAT. Since you still have access to your email, you can choose to receive the verification code there instead of on your phone. If the email doesn't appear in your inbox within a few minutes, please check your spam or junk folders and verify that you are checking the correct email address associated with your account.

 

When you mentioned, "I am able to send in the government corporate registry and my own ID to prove I am on the board of directors," were you referring to the account recovery form? If so, please look for an email from no_response@intuit.com within one business day. It will contain the next steps for your request.

 

For more information, please check out this article: Recover your Intuit Account if you can’t sign in.

 

If you have other questions about the program, please don't hesitate to click the Reply button below.

T
TKATAuthor
April 7, 2026

Thank you for the reply.  When I enter the verification code I receive by email, I am still prompted for 2FA that goes to a cell phone I do not have access to.

I completed the ID verification process but I am new to the organization, so I am not listed on the account, therefore this did not work. After that, the only message I got from [email address removed] was a message to contact support, but I have already contacted them. They sent me to the same recovery steps you linked above.  None of those steps work for our situation.  If you can let me know how to contact a higher level of support so we can sort this out, I would be grateful.

M
MoiraskyeTQuickBooks Team
QuickBooks Team
April 7, 2026

Hi, @TKAT. I understand how important it is to access your QuickBooks Online(QBO) account. Please sign in to your Intuit account manager and update the phone number in the Sign in & Security section as an admin for the account.
 
After you change your phone number, the verification code will be sent to your new phone number.
 
I recommend using the company phone number for notifications. This way, if an employee resigns, you will be notified without having to change the phone number associated with the account. It ensures you receive important updates easily.
 
If you have any questions, please feel free to ask. We are always here to help you.

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