Learn about ProAdvisor profile and Find a QuickBooks ProAdvisor guidelines

Why is my profile reviewed?

We want to ensure small businesses connect with the right ProAdvisor. We review every ProAdvisor profile to verify the info and eligibility. Reviews need to happen before we can publish profiles to the find a ProAdvisor website.

Why do I need to provide a copy of my ID?

Government-issued IDs help us verify your submitted info. Once our review is complete, we delete your ID from our systems within 14 days.

We safeguard customer information, including identification information, by encrypting it when it's stored in our systems. Our servers are protected with security and antivirus software. We only use your government-issued ID to verify the info you submit. We don't supply your info to third parties.

What's the file size limit for the ID image?

The maximum size is 1MB.

If you see an upload error message, the image may be too large. You can compress the file or save it in a different format to decrease its size. Then resubmit it.

Why are you asking me to resubmit a copy of my ID?

It may mean we couldn't use the copy you submitted to verify your profile. When you submit the copy of your ID, make sure:

• The photo is clear enough to make out facial details
• The image is unobstructed and uncropped
• It's current, valid, and hasn't expired
• The file is a PNG, JPG, or PDF

Why did I get an email asking for more information? I already submitted my ID.

Sometimes, we ask you for more documentation to help us confirm your profile. If we ask you for more info, follow the instructions in the email. You'll probably need to submit one or more of the following:

• Articles of Incorporation
• Business License
• Corporation Bylaws
• Shareholders Agreement
• Certificate of Limited Liability Partnership or Limited Partnership
• CPA License information or proof your license is in good standing

If you don't have these documents, please reach out to our support team so we can help.

Why am I being asked to reverify my eligibility?

You need to reverify your profile when you update any of the following:

• First and last name
• Firm name
• Website
• Address, city, or state/territory
• Postcode
• Email address
• Office phone
• Mobile phone
• Fax

The reverification is temporary. Your ProAdvisor profile stays published on the Find-a-ProAdvisor website during this time.

If we can't reverify your profile, you'll need to resubmit your ID. If you don't resubmit the required documents within 7 days, we'll remove your profile from the find a ProAdvisor website.

What do I do if I get an email about not complying with brand use guidelines?

Please see our guidelines on ProAdvisor brand usage.

Where can I see my public ProAdvisor profile?

You can view the public version of your ProAdvisor profile from the find a ProAdvisor website.

Viewing your own profile on the website can be useful if you need to give a client a direct link to your profile. You can also check how you rank within your area.

To view your public profile:

1. Visit the find a ProAdvisor website.
2. Optionally, select one of the specialties listed to narrow the search results.
3. Enter your suburb in the search field and select Submit.

If you enabled the Include in search results option when you set up your profile, your public ProAdvisor profile appears in the list of results.

How does my profile show up in search results? Can I improve it?

When you add your credentials, services, and industries you support, you improve your profile's placement.

Why does my profile placement change on the Find-a-ProAdvisor website?

We continuously improve the website to help clients find the perfect accountant. We change results for a variety of reasons, such as the time of year or when you update your profile.

Why does my profile show I'm far away from the city or Postcode I used?

We calculate the distance from the address listed on your profile to the centre of the city or Postcode entered. Searches by city usually have different results than Postcode because of the different boundaries.

How are my ratings calculated?

We replaced the old rating categories with more descriptive individual ratings. Your overall rating appears prominently at the top. Individual ratings that make up that score appear beneath it.

We calculate your overall rating as the average of the four individual ratings rounded to the nearest whole number. It combines the average of your old and new reviews.

How do I get client reviews?

Your clients can write a review for you directly on the find a ProAdvisor website.

You can also send your profile URL directly to your clients:

1. In QuickBooks Online Accountant, select the Profile icon next to Settings ⚙.
2. In the Profile URL field, copy the URL.
3. Send the link to your client.

On your public ProAdvisor profile on the find a ProAdvisor website, ask your client to select Write a review.

Submitted reviews go through a review process. If it's approved, it takes 2–3 business days to post. Anyone can see posted reviews on your public ProAdvisor profile on the find a ProAdvisor website.

Why is my client's review missing?

If it's been more than 2–3 business days since the review was submitted, it was either rejected, or your client posted it to a different ProAdvisor profile.

What do I do if my client's review is rejected?

If we reject a review, we notify the reviewer by email. We let them know what was wrong and how they can resubmit it.

Before your client submits a review, it's important they know these guidelines. Any reviews containing the following items will be rejected:

• Foul or discriminatory language
• Defamatory reviews or any character attacks
• Inclusion of specific pricing
• Weblinks to other sites
• Reviews from non-clients
• Reviews from other ProAdvisors
• Personal info (for example, reviewer's name, phone number, or email address)

Ensuring authentic reviews

Our system takes a number of factors into account. However, sometimes genuine reviews can get rejected. There's no way to bring back a rejected review.

To prevent rejections, be mindful of the following guidelines when asking for client reviews:

• Don't ask clients to write reviews on a shared computer: Reviews from shared computers may get flagged and rejected by our system. Ask your clients to write reviews from their home or office computers instead.
• Don't submit reviews on behalf of your clients: Always ask your client to submit reviews themselves, especially ones they may have written on other sites. If you write a review for yourself, our system will flag and reject it.
• Don't provide pre-written reviews: Encourage your clients to write original reviews using their own wording and language.

What do I do if my client reviewed the wrong ProAdvisor profile?

If you have more than one ProAdvisor profile, make sure the review isn't on your other account.

If the review is on the wrong profile, reach out to our support team so we can move it to the correct one.

How do I reply to client reviews?

Here's how to respond directly to client reviews:

1. In QuickBooks Online Accountant, select the Profile icon next to Settings ⚙.
2. Go to the Client reviews section and find the review.
3. Select Reply.

Replies go through a similar review process as customer reviews.

What do I do if I don't agree with a negative client review?

Negative reviews aren't necessarily in violation of our review guidelines. We won't remove a review as long as it remains focused on the service or experience delivered.

If you feel a review is fraudulent or fails to meet our guidelines, reach out to our support team. Please have the following info ready:

• Full Name (as it appears on the ProAdvisor Profile)
• The email address linked to the ProAdvisor Profile
• The Postal Postcode used in the ProAdvisor Profile
• The URL for the ProAdvisor's public profile
• The exact text of the review in question
• Why you suspect the rating doesn't meet our guidelines

If we determine that the rating doesn't meet our guidelines, we'll either remove it or moderate the rating as necessary.

Note: We don't provide information about persons who submit reviews and ratings.

See the steps to create and verify your ProAdvisor profile.

Our maximum file size is 1MB. If your file is larger than that, you can compress the file or save it in a different format to decrease its size, and then resubmit the file.

This usually means we weren't able to use the identification you submitted to confirm your profile.

This is generally for one of the following reasons:

• Identification is poor quality
• Identification is expired
• Identification cannot be opened

To resolve this issue, resubmit a digital scan (or a photo taken with your phone) of one of the following:

• Driver's license
• Government-issued ID with address
• Passport

To avoid being asked to resubmit your ID again, keep these tips in mind:

• Photo ID must be clear enough to make out facial features.
• Uploaded images must be unobstructed and uncropped.
• Identification must not be expired.
• File must be in a supported file format (PNG, JPG, or PDF).

Under some circumstances, we may ask you for more documentation to help us confirm your profile information. If we asked you for more information, submit one or more of the following:

• Articles of Incorporation
• Business License
• Corporation Bylaws
• Shareholders Agreement
• Certificate of Limited Liability Partnership or Limited Partnership
• CPA License information

To upload your additional documentation, go to qbo.intuit.com/app/verify and select Choose file.

We need documents to confirm your profile and validate your eligibility to be published on our find a ProAdvisor website.

If you have a firm name listed on your profile and don't have these documents for your business, contact us to make your profile editable. You may remove the firm name and resubmit through https://qbo.intuit.com/app/verify. You will be required to be signed in to use this.

You are receiving an email due to the non-compliance of Intuit’s brand use guidelines. Below are the brand violations that must be avoided.

Intuit Brand Use

• Brand in email
• Brand in company name
• Brand in website domain
• Links in website that violate brand

Overview

• As a ProAdvisor, you need to operate under your own business name, which shouldn't include any Intuit brand, brand element, or phonetic equivalent in the name or branding of your business.
• Website URLs shouldn't contain any Intuit brand or brand element.
• Emails shouldn't include any Intuit brand, brand element, or phonetic equivalent.
• Business or company logos should be unique to a business. They shouldn't contain, be similar to, an imitation of, or an alteration of an Intuit logo.
• Business or company logos shouldn't contain an Intuit brand or program designation.
• Business or company sites are not permitted to link to websites unaffiliated with Intuit if the site uses an Intuit brand in the company name or website domain.

Iconography Use

• Brand iconography used on the website
• Intuit logos larger than the business logo

Overview

• Business or company name and/or logo should appear at the top of a company's website, so clients quickly recognise you. Intuit brands, logos, and badges shouldn't appear at the top of a company's website.
• ProAdvisors are not permitted to use the Intuit logo.
• Business name and/or logo should appear larger than any Intuit brand or Intuit logo; this includes program badges and QuickBooks logos.
• Intuit-provided logos shouldn't be stretched or altered; this includes authorised logos and program badges.
• You may be using one of the following phrases on your website. These phrases are inaccurate representations of your QuickBooks ProAdvisor status and should be avoided:
  • Intuit Certified ProAdvisor
  • Intuit/QuickBooks Bookkeeper
  • Intuit/QuickBooks Accounting
  • Intuit/QuickBooks Accountant

Website Issues

• The website doesn't exist
• Website - Security Certificate

Overview

We are unable to view the website you intend to publish as part of your profile. Part of our review is to ensure that your website complies with our QuickBooks ProAdvisor Program Agreement and our QuickBooks ProAdvisor Member Guide for Brand Use.

There are several reasons for this:

• Your website may be under construction.
• You may have a security setting or issue with your security certificate preventing us from viewing the website.

You may either correct the issues or remove the website from our profile and resubmit for approval.

Brand Language Issues

• Branded support language
• Relationship representation

Overview

QuickBooks and Intuit shouldn't be the brand of a company's service.

For example:

• Prohibited: QuickBooks Training
• Permitted: Training for QuickBooks

You must be transparent about your relationship with Intuit. You shouldn't imply that you're affiliated with Intuit beyond your membership in the QuickBooks ProAdvisor and/or Solution Provider programs. The following terms should be avoided:

• Partner or Partnership
• [The] Official QuickBooks [ProAdvisor/Solution Provider]
• Exclusive Partner, Exclusive Member, or Exclusive [ProAdvisor/Solution Provider]

You need to re-verify your profile if you update any of the following personal and firm information:

• First and last name
• Firm name
• Website
• Address (including city) and State/Territory
• Postcode
• Email address
• Office phone
• Mobile phone
• Fax

This re-verification is temporary, and during this time your profile remains published. If your profile fails re-verification, you need to resubmit the required documents.

If you fail to resubmit the required documents within 7 days, your profile will be un-verified and removed from the find a ProAdvisor website.

Learn how to update and enhance your ProAdvisor profile.

If you need to update your company name in QuickBooks Online Accountant, follow these steps:

1. Go to Settings ⚙ and select Company settings.
2. Select the Company tab.
3. In the Company name section, select the pencil icon to edit it.
4. Enter the name of your firm.
5. Select Save.

Complete your profile to show your credentials, services, and industries you support to improve your profile's placement.

Why did my profile placement change on the Find-a-ProAdvisor website?

We continuously improve the website for the clients to help them find the perfect accountant. It is constantly changing for reasons like profile improvements made by your colleague to the time of year. For example, if clients search for tax services and you offer that service, your profile placement will change.

Why does my profile show that I'm some distance away from where I am when using the city or Postcode?

We calculate the distance from the address listed on your profile to the centre of the city or Postcode entered. Searches by city usually have different results than Postcode because of the different boundaries.

In the new experience, the old rating categories have been replaced with more descriptive individual ratings. Your overall rating appears prominently at the top, and the individual ratings that make up that score appear beneath it.

We calculate your Overall rating as the average of the four individual ratings (rounded to the nearest whole number). Your average Overall rating combines the average of both your old and new reviews. We won't display average individual ratings (responsiveness, expertise, etc.) until three new reviews have been entered in the new format. The combined individual ratings don't include old review data.

The overall ratings from older reviews are incorporated into your average overall rating.