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mbell19
January 26, 2020
Question

QBO - accountant invitation not working

  • January 26, 2020
  • 2 replies
  • 30 views

I'm trying to do something in QBO which requires accountant access. So, I've invited myself as an accountant (using my personal email address, not the work email that I use to login to QBO regularly). I'm told that my "accountant" will use his/her email address as the user ID.

I log myself out of QBO and go to my personal email.

I receive the invitation in my personal email and click on the link to accept.

HOWEVER - the user ID is pre-filled with a name that is NOT the email address I sent the invitation to. Email goes to [email address removed] and the user ID is pre-filling with "michellexxxxx".  I cannot erase what's pre-filled in that box. I tried logging in with that user ID - and it doesn't work. I've sent a password reset - and changed the password - and when I try to login with the pre-filled user ID and new password I get a message that no account exists/I'm not linked to a company.

I've opened the acceptance link in an incognito browser window AND in a completely different browser AND on my cell phone as well - the same thing happens every time. 

I've deleted my accountant invitation and re-sent multiple times and the same thing still happens every time. 

 

How do I get past this? I do have an accountant with a login but I do not want to bother him with this at this time of year.

2 replies

Jen_D
Jen_D
Level 8
January 26, 2020

Good day, @mbell19,

 

I want to make sure you're able to invite the correct user ID to your company file. To do this, I highly recommend contacting our Customer Service line. We have a dedicated team who can check your login credentials and help link it correctly to your account.

 

We're currently unable to pull up confidential information in this forum.

 

Please note that our Support Team are available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM til 3:00 PM on Saturday.

 

If you're can't reach us at your most convenient time, callback request is also available, so you won't have to wait on the line. Here's how: 

 

  1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
  2. From there, select the Contact Us button and enter your concern in the description box.

  3. Once done, select Call us or Get a callback option.

To ensure we address your concern on time, check out our support hours.

 

I'd like to ensure you're taken care of, so let me know how the call goes. Add a new comment here or mention my name in the thread to notify me. I'm always here to help. Have a nice day!

mbell19Author
February 10, 2020

@Jen_D 

 

So I finally had the time to speak with QB support (it always takes so long!). They were unable to explain why my personal email address was generating a different user ID and why that was associated with my cell phone number (for password reset), and then why the ID was not associated with a QBO company when I did login. Problem not solved. 

 

The workaround is that I have to setup my work email address as an accountant, login that way and fix the issue I needed to fix (undo a reconciliation), and then delete myself as an accountant so I can go back to working as usual in QBO.

 

It's a pain in the butt. I cannot understand why they would not pass me along to a tech support person who could fix the login/company association issue.

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