Showing results for 
Search instead for 
Did you mean: 
Level 1

I cannot sign into QB online on one particular computer.

On one computer I cannot log into QB online.  It says my user ID is not found even before I try my password.

This is even after clearing the cache for both Chrome and Explorer.

For years I have used this computer without issues for QB.

This computer is Windows 10.

There does not appear to be any issue using the computer for other purposes online.

I can access QB from any other computer I try.

I am using the Canadian version.

Is there something set in the registry or anywhere else outside of the cache (which I cleared) that might account for this?

2 Comments 2
Level 1

I cannot sign into QB online on one particular computer.

I should add here (I don't know how to edit my original post) that this problem started a few weeks ago (heading into tax season of course) and has never occurred previously.

Alex M
QuickBooks Team

I cannot sign into QB online on one particular computer.

Hi there mkschweigert,


It's vital that you be able to connect to your account in order to be able to manage your company's books. QuickBooks Online is a great tool that allows you to access your books from anywhere with an internet connection. I can provide some information about login errors.


If you're able to log in from other computers other than the one affected. It could be browsing data stored on your computer, browser or network affecting your navigation on the site. I thank you fro trying to clear cache and cookies to resolve the issue, but here would be some other steps to try as well:


  • Clear your browser cache if you're using a browser
  • Make sure your browser is up to date
  • Try a browser if you're using the app
  • Try a private browser window or incognito window
  • Try another browser type, the preferred ones being Chrome, Firefox or Safari
  • Make sure you're using a supported browser and system
  • Reset your Internet or try on another computer or device
  • Try connecting to another network

If the error still persists, I recommend reaching out to our support team outside of the Community for further assistance. They'll be able to verify your account in the system and provide more steps to resolve this login issue. You can reach out to them using one of these methods:


Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook and Twitter.


If you have any other questions, feel free to reach out here.

Need to get in touch?

Contact us