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How to troubleshoot an error message received when attempting to accept an accountant invite

Did you receive one of the following error messages when trying to accept an Accountant's invitation?

  • Incident Error
  • Navigation to the webpage has been cancelled
  • Sorry. An error occurred. Please try again later

If so, there are several troubleshooting steps you can try to resolve the issues.

Things to know before troubleshooting

Before attempting the troubleshooting steps below, please check the following:

  • Did the invitation expire? The invitation will expire if not accepted within 2 to 5 days, including weekends.
  • Log into QB Online directly. If you can access your client here, the issue is not with the invitation.
  • Don’t click on the Resend Invite button. Doing so will likely return the same error.

Solution 1: How to use a private browsing window to open the invitation

Private browsing windows can be used to rule out factors such as damaged cookies, temp files, or browser Add-ons, without requiring the user to manually delete or disable each one.

Note: If the company is successfully added, the issue was caused by damaged cookies or an add-on. You will need to clear your browsing history and/or disable add-ons. For instructions on how to clear your browsing history, see How do I clear the temporary Internet files/cache?

For Google Chrome

  1. Open Google Chrome.
  2. Hold Ctrl + Shift + N, to open the Incognito Window.
  3. Open the QuickBooks Online accountant user email invitation.
  4. In the email, right-click on the Accept Invitation link.
  5. From the menu that appears, select Copy Link Address.
  6. Back within the Incognito window, paste the copied shortcut into the address bar. (Note: Selecting F6 key will automatically highlight the address field in which to paste the copied shortcut.)
  7. Select Enter, to be taken to the login screen for QuickBooks Online Accountant.
  8. Log into QuickBooks Online Accountant.
Note: If the company is successfully added, the issue was caused by damaged cookies or an add-on. You will need to clear your browsing history and/or disable add-ons. For instructions on how to clear your browsing history, see How do I clear the temporary Internet files/cache?

 

For Firefox

  1. Open Firefox.
  2. Hold Ctrl + Shift + P, to open Private Browsing.
  3. Open the QuickBooks Online accountant user email invitation.
  4. In the email, right-click on the Accept Invitation link.
  5. From the menu that appears, select Copy Shortcut.
  6. Back within the Private Browsing window, paste the copied shortcut into the address bar. (Note: Selecting F6 key will automatically highlight the address field in which to paste the copied shortcut.)
  7. Select Enter, to be taken to the login screen for QuickBooks Online Accountant.
  8. Log into QuickBooks Online Accountant.
Note: If the company is successfully added, the issue was caused by damaged cookies or an add-on. You will need to clear your browsing history and/or disable add-ons.  For instructions on how to clear your browsing history, see How do I clear the temporary Internet files/cache?

 

Solution 2: How to clear the cache and recreate the invitation

Actions for Client/Owner/Master Admin:

  1. Log into QuickBooks Online as the Master Administrator/Owner.
  2. From the Company tab, select Manage Users.
  3. Select Accountants, then find the accountant user's name.
  4. In the Action column, select Delete from the drop-down menu.
  5. In the Manage Users section, delete any other instance of the accountant user's email.
  6. Select Invite Accountant.
  7. Add the Accountant's email address and name (optional), select to send the invitation.
  8. Log out of QuickBooks Online.Note: See Solution 2: Accountant Actions below 

Accountant Actions for Solution 2

Note: Prior to following these steps, log out of all Intuit.com websites, in all browsers.

 

  1. Clear the Temporary Internet files in the browser you are using. For instructions on how to clear your browsing history, see How do I clear the temporary Internet files/cache?
  2. Close all browsers. (Note: The desktop editions of QuickBooks can be left open.)
  3. Go to the email invitation just received from the client.
  4. Select Accept invitation in the email.
  5. Enter your User ID or Email Address and Password.
  6. Select Sign In. (Note: Your client should now show in the client list.)

You can now accept your invitation.

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