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Delete or disable cache and temporary internet files in your web browser

Learn how to delete browser cache or cookies to easily access your QuickBooks Online account.

You may experience the following issues when accessing your QuickBooks account.

  • Each time you try to log in with the correct user ID and password, you see the login screen again.
  • You are asked to log in when you go from screen to screen.
  • You can't view forms and see a message indicating that the application is still trying to download forms.
  • You are experiencing issues exporting to your accounting software.
Note: To have the best and most secure experience with QuickBooks Online, use a supported, up-to-date browser.

These can be caused by browser cache or cookies.

The browser cache is designed to be a performance booster. When you go to a page, the browser looks in it's cache to see if it has recently downloaded the requested data and if it has, serves it up from the local machine's storage device instead of re-downloading. At times, the stored data can cause some odd errors and simply needs to be cleared from the browser.

Browser cookies are small text based files that store some information about both the specific website and the user accessing that site. Cookies allow websites to store your preferences, such as your postcode for weather sites or profile specific information you have previously entered. Deleting all cookies can help clear errors, but it is important to only clear the cookies that are specific to Intuit.

Clear cache

Tip: Use these keyboard shortcuts to go to the Clear cache window of Microsoft Edge, Google Chrome, or Firefox while the browser is open.
  • Windows: Ctrl + Shift + Delete
  • Mac: Command + Shift + Delete
  1. Select the More icon ⋮ on the upper right.
  2. Select Settings.
  3. Select Advanced at the bottom of the page.
  4. In the Privacy and security section, select Clear browsing data.
  5. Check the Browsing history box.
  6. From the Time range drop-down, choose All time.
  7. Check the Cached images and files box.
  8. Select Clear data.
  1. Select Open menu (hamburger icon) on the upper right, then choose Options.
  2. Select Privacy & Security on the left panel.
  3. In the History section, select Clear History.
  4. Check Browsing & Download History, Form & Search History, and Cache boxes.
  5. Select Clear Now.
  1. Select Hub (star icon) on the upper right.
  2. Go to the History tab on the left panel.
  3. Select Clear history.
  4. Check Cookies and saved website data and Cached data and files boxes.
  5. Select Clear.

Note: Press Command + , (comma) while in Safari to go to the Preferences window.

  1. Open your Safari browser.
  2. Go to Safari menu, then select Preferences.
  3. In the Advanced tab, check the Show Develop menu in menu bar box.
  4. Go to Develop menu, then select Empty Caches.

Clear Intuit specific cookies

  1. Select the Customise and control Google menu ⋮ on the upper right.
  2. Choose Settings.
  3. At the bottom, select Advanced.
  4. Under Privacy and Security, select Content settings.
  5. Select Cookies, then See all cookies and site data.
  6. In the search bar, search for Intuit and press Enter.
  7. Select the Remove All Shown button.
  1. Select the Open menu (hamburger icon) on the upper right, then choose Options.
  2. Select Privacy & Security on the left-hand menu.
  3. Select Manage Data.
  4. In the search bar, type in Intuit and press Enter.
  5. Select Remove All Shown, then Save Changes.

Note: Press Command + , (comma) while in Safari to go to the Preferences window.

  1. Open Safari browser.
  2. In the menu bar, select Safari then Preferences.
  3. In the Privacy tab, select Manage website data.
  4. Search for Intuit.
  5. Select Remove all, then Remove now.
  6. Select Done.
Note: Clearing site specific cookies is not an available feature in Microsoft Edge.

Turn private browsing on/off on iPhone, iPad or iPod touch

Learn more about Apple private browsing.

Here are some additional information about clearing the browser cache, along with screenshots of the process.

Check this out for more information regarding browser troubleshooting tips for unexpected behaviour.

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