Find missing client companies in QuickBooks Online Accountant

Learn what to do if you don't see a client on your client list, or their QuickBooks Online or Self-Employed company.

When a client invites you to be their accountant, you connect their QuickBooks company to your firm. This lets you review their books and make edits.

If you can't open a client's company file, or you don't see them on your client list, don't worry. Here's how to check if a client's company is connected and what to do if it isn't.

Solution 1: Check your sign-in info

If you haven't already, ask your client to invite you to be their accountant. This gives you permission to review their books and make changes.

Your permissions are tied to the email address and related user ID your client sent the invite to. If you have multiple user IDs you use for your QuickBooks Online Accountant firm, this is easy to miss.

Solution 2: See which clients are connected

Even if a client is on your client list, their QuickBooks company may not be connected to your firm. To see who's connected:

1. In QuickBooks Online Accountant, select the arrow ▼ next to Go to QuickBooks.
2. Look for your client's company.

If their company isn't on this list, it's not connected. Ask your client to invite you to be their accountant again.

Solution 3: Check your client list

1. In QuickBooks Online Accountant, go to Clients.
2. Look for your client's name.
3. Look for the QuickBooks symbol next to their name.

If you don't see a QuickBooks symbol, their company isn't connected. Ask your client to invite you.

If your client is on the list but marked as inactive, follow these steps to make them active. Once they're active, ask them to invite you again to reconnect their QuickBooks company.

Solution 4: Check the client's business name

If you see your client and their company is connected, but you can't find their company to do your review, don't worry. Go to your client's profile and make sure their business and display names match:

1. In QuickBooks Online Accountant, go to Clients.
2. Look for your client and select Edit client.
3. Review the Business name, Display name as, Client's first name, and Client's last name.
4. Select Save.

Now you know what company name to look for when you do your review.

Solution 5: Make sure you still have access

If other members of your team can open the client's company, you may not have the right permissions. Ask your QuickBooks Online Accountant firm admin to give you access:

1. Sign in to QuickBooks Online Accountant as a firm admin.
2. Go to Team and select the Users tab.
3. In the Action column, select Edit next to your name.
4. From Access to clients, select Edit client access.
5. Tick the boxes for the client companies you need access to.
6. Select Save changes.
7. Select Update info to confirm.

Tip: If the company box is already ticked, untick it and select Save changes. Open the Edit client access section again, select the box, and select Save changes.

You should now have access to the client company.