Account lock out

Hi there, TKAT. Since you still have access to your email, you can choose to receive the verification code there instead of on your phone. If the email doesn't appear in your inbox within a few minutes, please check your spam or junk folders and verify that you are checking the correct email address associated with your account.

When you mentioned, "I am able to send in the government corporate registry and my own ID to prove I am on the board of directors," were you referring to the account recovery form? If so, please look for an email from no_response@intuit.com within one business day. It will contain the next steps for your request.

For more information, please check out this article: Recover your Intuit Account if you can’t sign in.

If you have other questions about the program, please don't hesitate to click the Reply button below.

Thank you for the reply.  When I enter the verification code I receive by email, I am still prompted for 2FA that goes to a cell phone I do not have access to.

I completed the ID verification process but I am new to the organization, so I am not listed on the account, therefore this did not work. After that, the only message I got from [email address removed] was a message to contact support, but I have already contacted them. They sent me to the same recovery steps you linked above.  None of those steps work for our situation.  If you can let me know how to contact a higher level of support so we can sort this out, I would be grateful.

Hi, @TKAT. I understand how important it is to access your QuickBooks Online(QBO) account. Please sign in to your Intuit account manager and update the phone number in the Sign in & Security section as an admin for the account.
 
After you change your phone number, the verification code will be sent to your new phone number.
 
I recommend using the company phone number for notifications. This way, if an employee resigns, you will be notified without having to change the phone number associated with the account. It ensures you receive important updates easily.
 
If you have any questions, please feel free to ask. We are always here to help you.

Thanks for this.  I cannot login to the Intuit Account Manager without 2FA and I do not have access to the phone number that has 2FA.  I only have access to the account email.  I need to replace the contacts on the account, but I cannot login without 2FA.  I am not listed on the account - the previous employee who has the 2FA cell phone (but will not help us login) is the person listed on the account.  I truly need someone from Intuit to help with this.  As much as I appreciate these suggestions, none of the usual account recovery steps will work for this situation because I cannot access the 2FA cell phone AND I am not listed as a user on the account.  However, I have proof that I am an officer for the corporation, I have the certificate of incorporation, the corporate registry and I can provide ID.  None of the links provided for account recovery offer the pathway to prove that I am an office of the corporation - they only allow an *existing* used to prove their ID.  Please help.

I can see how difficult this situation is, TKAT. To resolved this, you need to request a Primary Admin (PA) claim. This will allow you to submit documentation like articles of incorporation and government-issued ID to prove you have authority over the company. 

You do not need to be an existing user on the account to submit a PA claim. You can create a new Intuit account, then submit the PA claim form from that new account with your supporting documents. The review team evaluates the business documentation, not just account credentials.

Open and complete the Business Change Request form. If you need more time to complete the requirements, you can close the form. It’ll stay in draft status for 30 days. When you’re ready, reopen the form and you can continue where you left off.

Refer to this article for the detailed steps and more information: Request to be the primary admin or contact.

Your case will be reviewed as soon as possible after submitting the request. Once the review is complete, you’ll receive an update via email with the status of your request. Wait for an email from no_response@intuit.com.

If you have any further questions, feel free to comment below. 

@TKAT 

Last resort, you can purchase a 3rd party service to migrate data to a new QBO account if you can still login as a Company Admin.