Accountant Access Issues

KBeta · ‎November 19, 2021

Our organization needs to undo a previous reconciliation and according to the information online you need to have accountant access to do this. We invited a member of the board to have accountant access but they are unable to see previous reconciliations and other reports. The only information they see is the current balance of our account. Why is this information not visible to the accountant even though the bank account is connected? We cannot undo the reconciliation if it's not accessible. Is there an easier way to undo a reconciliation? Thank you for your help!

Jen_D · ‎November 19, 2021

Thanks for joining this thread and sharing all the details of your account concern, @KBeta.

I am chiming in to share further insights on this to help you with your accountant user concern.

If you invited them as an accountant user to your QuickBooks Online company file, they will have the same view and capacity as the company admin. Along with that privilege are other accountant-specific tools to help review your accounting info. They are able to review your books, make corrections, and fix any tricky transactions when necessary.

This is an additional link to help you add users in the program: Add and manage users in QuickBooks Online

If the accountant user is set up correctly but still getting the same problem, try opening the account in a private browser. Unexpected issues in the program can be affected by the amount of data in the cache. This is because a regular browser will constantly overwrite itself and will not remove history unless done manually.

Private browsing will not save any history, so it's a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N

Once you open a private browser, log in to your QBO account and try to undo the reconciliation one more time. Refer to the steps here to learn more about undoing a reconciliation: Undo a client’s reconciliation in QuickBooks Online Accountant

If it shows the data correctly, clear the cache to resolve browser issues in QBO. You can also use a different browser and see if the problem persists there. If the same problem persists, please contact our support team immediately for additional help. Here's how:

Go to the Help menu then choose the Search tab.
At the bottom click on Contact us.
Enter the keyword Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to How would you like to connect with us section.
Choose Chat or Callback to initiate a discussion with a live agent.

Please post here anytime if you have further questions about this user management topic. I'll be right here if you need further help. Have a nice day!

View solution in original post

Jen_D · ‎November 19, 2021

Thanks for joining this thread and sharing all the details of your account concern, @KBeta.

I am chiming in to share further insights on this to help you with your accountant user concern.

If you invited them as an accountant user to your QuickBooks Online company file, they will have the same view and capacity as the company admin. Along with that privilege are other accountant-specific tools to help review your accounting info. They are able to review your books, make corrections, and fix any tricky transactions when necessary.

This is an additional link to help you add users in the program: Add and manage users in QuickBooks Online

If the accountant user is set up correctly but still getting the same problem, try opening the account in a private browser. Unexpected issues in the program can be affected by the amount of data in the cache. This is because a regular browser will constantly overwrite itself and will not remove history unless done manually.

Private browsing will not save any history, so it's a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N

Once you open a private browser, log in to your QBO account and try to undo the reconciliation one more time. Refer to the steps here to learn more about undoing a reconciliation: Undo a client’s reconciliation in QuickBooks Online Accountant

If it shows the data correctly, clear the cache to resolve browser issues in QBO. You can also use a different browser and see if the problem persists there. If the same problem persists, please contact our support team immediately for additional help. Here's how:

Go to the Help menu then choose the Search tab.
At the bottom click on Contact us.
Enter the keyword Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to How would you like to connect with us section.
Choose Chat or Callback to initiate a discussion with a live agent.

Please post here anytime if you have further questions about this user management topic. I'll be right here if you need further help. Have a nice day!

KBeta · ‎November 19, 2021

Thank you! I should have thought to use Incognito to access the Accountant profile. Everything is working now and we were able to undo the reconciliation.

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