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caitlyn-pither
Level 1

When I try to add my accountant, it asks me to confirm my identity. Phone number is correct but I don't get a text or a call. The email just points to resetting my p/w

 
4 Comments 4
Divina_N
QuickBooks Team

When I try to add my accountant, it asks me to confirm my identity. Phone number is correct but I don't get a text or a call. The email just points to resetting my p/w

Hello there, @caitlyn-pither.

 

Adding your accountant to your QuickBooks Online (QBO) account will help you manage your books and do certain tasks such as undoing entire reconciliations or reclassify transactions. 

 

At this time, there is an ongoing investigation in QuickBooks Online (QBO) about prompted to change the password when inviting users. 

 

As a workaround, you'll need to use the phone number option. However, since you didn't receive a call or text. You'll have to log in to your Intuit account and verify or update your phone number. 

 

Once done, add your accountant again. 

 

Also, I recommend reaching out to our Customer Care team to add your account to the list of affected users. This way, you'll be notified of any updates about the investigation as well as if there's a resolution available. Here's how:

 

  1. Click the Help icon.
  2. From the Assistant tab, type your concern. Example: Prompted to change the password when inviting user. 
  3. Then, type Talk to a Human and click the Get help from a human option.
  4. Choose either Chat or Callback.

 

Feel free to post here again if you have other concerns about adding your accountant in QBO. I'll be always around to help. Keep safe. 

caitlyn-pither
Level 1

When I try to add my accountant, it asks me to confirm my identity. Phone number is correct but I don't get a text or a call. The email just points to resetting my p/w

Thank you - I have now managed to get a text.

193514524514549
Level 1

When I try to add my accountant, it asks me to confirm my identity. Phone number is correct but I don't get a text or a call. The email just points to resetting my p/w

can i get assistance please 

 

 

IntuitSheila
Level 7

When I try to add my accountant, it asks me to confirm my identity. Phone number is correct but I don't get a text or a call. The email just points to resetting my p/w

Hello 193514524514549,

 

Thanks for joining in this thread. First you'll have to check the phone number entered in your Intuit Account Manager is correct and has an area code +61 on it.

 

Here's how to check it:

 

  1. Log in to accounts.intuit.com
  2. Enter your user id and password.
  3. Click on Sign in and Security.
  4. Check for your Phone number if it has an area code on it.

 

Once you've verified the phone number, please log back in to your QuickBooks Online account using an incognito window to isolate the situation. Here's how to log in using an incognito window:

 

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

 

Then, attempt to add your accountant once more. If the issue persists, we'd recommend contacting our Customer Care Team so that they can check your account details in a secure form.

 

Feel free to reply to this thread if you need more help. Have a nice day!