My email has been deactivated and I am locked out of my account since Oct 22nd 2024 - customer service/engineers are supposed to be resolving it, but won't give me a timescale!

CathLeggett · ‎January 07, 2025

I tried to login into my account in November to issue some invoices and there was a screen message saying my email had been deactivated.

Rang customer services - they say my email linked to the account had been deactivated due to 'security reasons' and/or 'fraud' but I had no notice or emails at all to say there was an issue.

Customer services initially tell me within 24-48 hours they can resolve it if I upload proof of identity to their dropbox, I did this straight away (26th November).

Nothing from customer services now - except for 'the engineers are working on it, we don't know when it will be resolved.'

I opened a complaint after 4 weeks - complaint was 'resolved' and shut down because 'the engineers are currently working on it'.

I have set up another account with my info@ address just to be able to reach out here.......HELP!

Rasa-LilaM · ‎January 07, 2025

Hello there, Cath.

I see the hurdles you've been dealing with regarding your account, and I know how crucial it is for you to access it quickly to get back to running your business and handling your transactions. I'm here to help and steer you in the right direction and get this sorted as promptly as possible.

We’ll need to carry out a thorough investigation to find out why you’re still having trouble logging in. This process involves collecting personal information, which I'm unable to perform in a public space for security reasons.

That said, I recommend reaching out to our QuickBooks Online (QBO) Care Team for further assistance. If you have a case number from your previous interaction, please share it with our specialists so they can review your notes. They’ll provide you with updates on your complaint and an estimated timeline for resolution.

Once you’re back in your account, you can update your email address, phone number, or password, or access your product directly. Also, here are some helpful resources for future reference on updating your account and login details:

Please rest assured, that we're committed to supporting you and will do all we can to assist you through this process. If you encounter any other issues or have further questions about QuickBooks, feel free to share them in the comment section. We're here to help you every step of the way.

CathLeggett · ‎January 07, 2025

I have done all of what you have written. It is the QBO care team that won't give me an estimated time for fix, what the problem is or any updates apart from saying sorry and that they understand, since 26th November - much as you are.

Are you all AI bots, just programmed with standard responses and messages of sympathy and empathy?

I need this issue fixed, there's nothing else I can do.

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My email has been deactivated and I am locked out of my account since Oct 22nd 2024 - customer service/engineers are supposed to be resolving it, but won't give me a timescale!

My email has been deactivated and I am locked out of my account since Oct 22nd 2024 - customer service/engineers are supposed to be resolving it, but won't give me a timescale!

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