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Unfortunately no account associated with (email address) but this email IS in my users list - what is wrong?

I tried to start a support chat but it does not seem to be working right now.
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QuickBooks Team

Unfortunately no account associated with (email address) but this email IS in my users list - what is wrong?

Hello, 

 

Logging into QuickBooks Online is the first step in getting your bookkeeping work done. I know how vital it is for each user to be able to log into the account with ease. If you're seeing this error message when trying to log in as an active user, I'd be happy to point you in the right direction to get this resolved. 

 

It's possible that the Master Administrator may have changed the user permissions for the login information associated to this employee. The first step will be to sign in as the Master Admin and review your user list to ensure everything is still active. 

To do this, click the Gear icon > Manage users

 

If the email or username associated with this user is still active and you're still unable to login, try clearing your cache and cookies in your web browser. These stored Internet files can build up over time and cause bugs in QBO and other sites. Here's how to do it: Clear cache and cookies to fix issues when using QuickBooks Online

 

If the issue persists, try using an Incognito window in Google Chrome. This is a private window that runs independently from the rest of your browser. Here's more information about what that is and how to use it: Browse in private. You can also try using an alternative browser. 

 

If you're still in need of assistance, our phone and chat teams are both available and will be able to get you back on track. 

 

Have a great day.