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William71
February 27, 2024
Question

Complex Verification Issue:

  • February 27, 2024
  • 3 replies
  • 39 views

Complex Verification Issue: Seeking Assistance from the QuickBooks Community

Hello QuickBooks Community,

I’m reaching out after encountering a challenging situation with my account verification process, which, despite my best efforts and extensive communication with support (over 5 hours on the phone), remains unresolved. I'm hoping someone here may have encountered a similar situation or can offer guidance.

The Core of the Issue

  • Admin Upgrade Request: The company owner sent me an upgrade link for admin permissions on QuickBooks Desktop which required me to log into my Intuit QuickBooks Online account.
  • Password Recovery Attempt: Having forgotten my password, I initiated the recovery process. This required verification through my phone or email.
  • Overseas Phone Complication: Currently residing overseas permanently, my US-based phone is inaccessible for text verification, leading me to opt for email verification.
  • Verification Loop: After receiving and using the verification code via email, the system unexpectedly requested access to my old, inaccessible US phone number.
  • Intuit Verification Steps Encountered: In attempting to resolve this, I followed the identity verification steps provided by Intuit. However, it was discovered that my account information couldn't be located in their system.

Actions Taken

  • Extensive Support Communication: I have dedicated around 5 hours on calls with QuickBooks support to navigate through this issue.
  • Intuit's Verification Guidance Followed: I've diligently followed the verification guidance provided by Intuit, including attempting ID verification through instructions received 

Requesting Community Insight

Given this complex scenario, I’m turning to you, the community, for any advice, shared experiences, or solutions. Specifically, I’m looking for:

  • Similar Experiences: Has anyone been in a similar situation, especially with overseas phone complications, and found a workaround?
  • Guidance on Intuit Verification: Insights into successfully navigating the verification process with Intuit under these specific circumstances.
  • Alternative Support Suggestions: Recommendations for alternative support channels within Intuit that might be more suited to address this unique challenge.

Conclusion

I am in urgent need of resolving this issue as it’s hindering my ability to access critical functionalities within QuickBooks for our company. I immensely value any assistance, advice, or insights that the QuickBooks community can provide.

3 replies

4
4Gal
Level 5
February 27, 2024

Admin Upgrade Request: The company owner sent me an upgrade link for admin permissions on QuickBooks Desktop which required me to log into my Intuit QuickBooks Online account.

 

Your tag is QB Desktop but you mentioned QB Online. Which one do you have?

L
lin_jcaj
Level 9
February 27, 2024

I appreciate you reaching out to the QuickBooks Community, William71.

 

I would love to help you resolve this verification issue you're facing. However, the Community is a public forum, and all accounts-related concerns need a verification process, which I'm unable to do here for security purposes. These are best addressed by contacting our QuickBooks support.

 

While I'm aware that you've already contacted our support, I would still suggest contacting them again, as they have the tools necessary to access your account and assist you further in resolving this matter.

 

I'm also sharing this article for guidelines on what to do if you can't sign in to your account: Recover your Intuit Account if you can’t sign in.

 

Please don't hesitate to add comments if you have other questions aside from verification issues. I'll be glad to lend a hand.

D
DivyaModyCommunity Manager
Community Manager
August 20, 2026

The sign-in you're recovering is your Intuit Account, which is the same login across QuickBooks Desktop and QuickBooks Online, so these steps apply either way. Because you can't access the US phone on file, the key path for you is identity verification by photo ID, which is the official route when you can't receive a code by text or email. Here's how to approach it, plus why the system may be saying it can't find your account.

1. Try recovery with the correct user ID and email first

The "we couldn't find your account" message usually means the user ID and email combination entered doesn't match what's on file, worth ruling out before anything else:

  1. Go to the Intuit sign-in page and select I forgot my user ID or Password.
  2. Enter the exact email address tied to the account (check any other work or personal emails you may have used).
  3. Choose email for the code. Important: open your email in a new browser tab, don't close the sign-in tab, then enter the code.
  4. If it loops back asking for the phone, select I didn't get a text / Try another way to force the alternate options.

2. If you can't use the phone or email on file: verify with a photo ID

This is the official path when the contact info on file is inaccessible, exactly your situation:

  1. Go to the Intuit account recovery form.
  2. Fill out the required information, entering the address currently associated with the account (an address mismatch is a common reason verification fails).
  3. Upload a clear, high-quality photo of an accepted government ID: fill the frame with the ID only, on a dark background, out of any sleeve, with all text legible and the ID not expired.
  4. Submit and watch for a confirmation email. Requests are processed Monday to Friday, 8 AM to 5 PM Pacific, so allow for that timing.

3. The fastest practical route for a work account: ask the owner to re-invite you

Since the company owner sent you the admin-upgrade link, they can sidestep the recovery loop entirely from their side. Ask them to confirm the exact email the invite went to, and if needed, remove and re-send the invitation to an email you can access now. Accepting a fresh invitation lets you set up sign-in with current, accessible contact info, which is often quicker than recovering the old credentials while overseas.

On the overseas phone and support channels

Verification codes go to the number on file, so if you can receive the US text through a carrier's online message portal or a forwarding service, allow Intuit's sender IDs so the code isn't blocked. If the photo-ID recovery doesn't resolve it, the team equipped for locked-out, can't-verify cases is Intuit's Account Protection team, ask QuickBooks Support specifically to escalate to account recovery / account protection rather than general support, since that's the group with the tools for identity re-verification.

One honest note: for security, account ownership can't be verified in a public forum, so the ID form and the account-protection team are the routes that can actually restore access.

 

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