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Level 4

QB Help and Community posting issues / login issues

Hi,

 

Sorry about the long post, but it is the only way I can think to explain what is currently happening as well as what we have tried so far...

 

I have been trying to sort out using the chat regarding some questions that I posted which seem to have disappeared.  This is confusing to understand, let alone explain but here goes :-)

 

I have 2 QuickBooks accounts (Company ID's) currently, one is QuickBooks Online and the other is QuickBooks Accountant Online.  Both obviously require different unique email accounts as I cannot use the same email address for both.  Lets call them old (QBO) and new (QBAO) for simplicity

 

What seems to be happening is that when I log in to the new account, and I go to the Help icon, search for a topic and then I click "Contact Us" button when nothing matches my query, I then chose to post a question to the community.  I complete my question and submit and it gives me a link URL for my question.

 

Now, this gets a bit confusing to explain here... When I did this, I tried to follow the link to see my question and it just took me to a page asking for my user to login with BUT it was just a login field (with no password) and it wouldn't let me pick my existing user profile name as it said it already existed.  So I assumed that this was in fact a "register" page.  So somehow it didn't seem to "know" about me.  I guess this is fair enough I thought, since the profile I had was probably associated with the old account.

 

So, I did what I was asked (I usually do! Smiley Happy ) and I entered a new unique login name.  But at this point, alarm bells start to ring as I started wondering how did it actually post the question in the first place if it didn't have a community profile for me (new account).

 

Anyway, I logged in then to this new profile (which actually uses the email address that I sign in to QB with) and it showed brand new profile with 0 posts.  Where has my question gone?

 

Some hours later I had another question.  I went back to the Help Icon, still in the new account.  I went through the same process and got the URL, but this time, when I followed the link, it did go straight in and I could see my new profile but again NO posts BUT I am looking at my post from the URL that I have just raised.  The profile name on this post is my original (old) profile.  So this is the first weird issue as to why it is posting under a different name to what QB signs me in as when I click the URL!?

 

So anyway, I sign out and I sign back in with my old QB account (email address) and I get to the profile where it showed my post as being under.  But my posts are not there.  I also try the US site, as a number of times in the past I have found out that my posts ended up posted under that site! But no, they are not there.

 

Having spoken on the Chat both yesterday and today, they do not seem to know why this is happening.  But what did happen was that whilst logged in to the old account (community login), I got a notification whilst chatting to the team, and suddenly 1 of my 2 questions popped in.  They had said at first that it needed to be approved and that there was personal information in my posts, but this was not the case....and as mentioned, it then suddenly appeared.

 

So 1 of my 2 posts are now visible, but under the old account, so there is still a question as to why it is posting under one profile (old) even though I am logged in QB as the new.

 

Obviously it seems that there is some sync issue going on between profile name / email address login / QB Company login.  I was advised to change the email/user in the profile but there is no associated email showing in my profile that I can see, and it says I cannot modify the username (understandably needed to be done by a moderator).

 

So the chat team have pointed me towards the community to post asking what is going here and how I can resolve the missing post and also the mix up with the logins.

 

Hoping someone can help and stop me from losing my 2 remaining grey hairs.

 

Thank you in advance

 

Andrew

Solved
Best answer July 30, 2020

Accepted Solutions
Highlighted
QuickBooks Team

QB Help and Community posting issues / login issues

Thanks for getting back to us, @pezza.

 

Allow me to provide additional information about logging into your QuickBooks account and Community account.

 

Since you've used your old profile to post here in the Community, it's the possible reason why your posts showing under that profile. Even you're logged in to your new QBO account and use it to post in the Community, the system might still recognize the old account.

 

To ensure you can post your Community questions from your new account, I suggest logging in directly to the Community page. This way, the system won't recognize your old account.

 

Also, you might want to use a private or another browser when using two different credentials at the same time. 

 

As always, feel free to visit our QuickBooks Community help website if you need tips and related articles in the future.

 

Please post a reply below if you have other concerns with QuickBooks Online. I'll be more than happy to assist you again. Have a great day and take care always.

View solution in original post

4 REPLIES 4
Highlighted
Moderator

QB Help and Community posting issues / login issues

Thanks for the in-depth information you shared regarding your Community accounts, @pezza,

 

Normally, your Community account is tied to your Intuit credentials used to sign into QuickBooks. For example, if you're currently logged in to the old email address to post a question, that ID becomes your Community profile and all activity will be recorded there.

 

The same goes if you sign in to QuickBooks using the new QBOA credentials, a separate Community profile is required for it. Each email address per account has a unique user ID, which explains why any information from both profiles cannot be merged together.

 

To access your posts, regardless of the country, login to the correct email address so it displays the activities you're looking for. To learn more about our forum guidelines and terms, visit the  following link: Community Basics

 

If you have any questions about this, feel free to connect with me again. I'll be right here to help you with anything about the Community and QuickBooks. Have a nice day!

Highlighted
Level 4

QB Help and Community posting issues / login issues

Thanks @Jen_D 

 

That re-affirms my thoughts on why it is sending me to the new profile, but doesn't really answer why it posts under my old profile when I am logged in to QB with the new (which is confirmed by the fact that when I click the link URL of my question, it logs me in to the community with the new profile)  BUT...I can see the post created under the old profile name.

 

For example, I am logged in to QB with an email account that is now linked to my "pezza1972" profile.  I post the question and it gives me the URL.  I follow the URL and I am signed in to "pezza1972" profile but the post I see created is under the profile "pezza"

 

Thanks

 

Andrew

Highlighted
QuickBooks Team

QB Help and Community posting issues / login issues

Thanks for getting back to us, @pezza.

 

Allow me to provide additional information about logging into your QuickBooks account and Community account.

 

Since you've used your old profile to post here in the Community, it's the possible reason why your posts showing under that profile. Even you're logged in to your new QBO account and use it to post in the Community, the system might still recognize the old account.

 

To ensure you can post your Community questions from your new account, I suggest logging in directly to the Community page. This way, the system won't recognize your old account.

 

Also, you might want to use a private or another browser when using two different credentials at the same time. 

 

As always, feel free to visit our QuickBooks Community help website if you need tips and related articles in the future.

 

Please post a reply below if you have other concerns with QuickBooks Online. I'll be more than happy to assist you again. Have a great day and take care always.

View solution in original post

Highlighted
Level 4

QB Help and Community posting issues / login issues

Thank you @Mark_R 

 

Yes, I also think this is some caching issue, very likely due to me performing a migration and therefore being logged in to both.  However I deliberately used Chrome for one and Edge for the other, but obviously somewhere along the lines it had crossed wires.

 

Happy with using the forum rather than QB help to post, as I have no issue with that.

 

At some point the "old" account will go, so I should just be left with the new QBAO.  Just hoping that at that point, I can still port over my "pezza" profile so that I then just have the 1 profile linked to QBAO account, but will have to see if I can do that.

 

Thank you

 

Andrew