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michael-green
Level 2

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

 
5 Comments 5
AlexV
QuickBooks Team

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

I can give clarifications about these verification process, michael-green.

 

To protect your company data and other information, we're unable to remove the Captcha and the Verification Code.

 

Captcha and verification code aren't based on the IP address but based on the browser settings. You are prompted to this security process if it's your first instance logging in to your account with a different device. Though, there are still possible reasons why you keep on prompted to these security process:

  • The browser you used is set to "Do not remember history"
  • If you access your account through the private browser since private browsing will not save history.
  • You cleared your browsing history and cache.

Please let me know if you have other questions.

michael-green
Level 2

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

You are incorrect. None of those three scenarios apply here.  

JessT
QuickBooks Team

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

Hi michael-green,

 

I would recommend contacting our phone or chat agents to see your setup and investigate this further. They have the necessary tools to gather more information like taking screenshots and other details which can help us get to the bottom of this.

  1. Click the Help menu and choose Contact us.
  2. Enter short details of your question and click on Let's talk.
  3. Choose from Chat or Call us.

Feel free to post back here where you have other questions.

susanwhittaker2000
Level 2

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

I tried this today - no chat available - only sent me to links with possible answers - seeking other bookkeeping means

Jen_D
Moderator

I keep getting prompted for captcha and verification code even I am ALWAYS accessing Quickbooks from the same public IP address. Does anyone know how to solve this ?

Thanks for posting here, @susanwhittaker2000,

 

Accessing the account on the regular browser will allow the cache to save site settings or memorize account history. If you are accessing your account this way, but still receiving the same CAPTCHA page, make sure there aren't any third-party apps that will prevent QuickBooks from saving cache.

 

If you're still getting the same problem, I recommend contacting our Support again. This way our representatives can report this to our engineers for thorough review. Please take note of our Support hours:

 

  • Callback: 8:30AM-6:30PM (AEDT) Mon-Fri
  • Chat: 8:00AM-10:00PM (AEDT) Mon-Fri and 8:00AM-8:00PM (AEDT) Sat-Sun

 

Here are the steps to contact support:

  1. Go to the Help menu at the upper right. 
  2. Choose Contact Us
  3. Enter Account Management and Billing in the What can we help you with? box. 
  4. Click Let's talk
  5. Select Get a callback or Chat

Let me know if you need anything else. I'll be right here to help you with any QuickBooks questions. Happy holidays!