New client email not recognised

Hi, PJD007.

I'd like to share a solution.

Sometimes, the cache stored in your browser gets corrupted and can cause issues with some features in your account. To rule out any browser-related problems, let's try opening your account in a private browser or incognito. This mode prevents your browsing history from being saved.

Here are the keyboard shortcuts:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Once signed in, try to convert your emailed receipts and send it. If it works, go back to your regular browser and clear its cache. Clearing cache fixes certain problems, like loading or formatting issues on sites. Please make sure to close and re-open your browser afterwards.

On the other hand, you can try using a different supported browser.

I’ve attached this information to learn how to manage subscriptions in the program: Manage billing, payment, and subscription info in QBO. It has steps to view your billing history and a way to update the card on file.

I'd be glad to answer any additional questions concerning the moving process. Just leave a message. I’ll be here. Have a great day!

Hi

Thanks for the suggestion.

I have tried logging in on a separate computer – that is three, now.

I entered the email address, and then the password.

I was then asked to confirm my identity (my clients) by QB sending a 6 digit code to either the listed mobile no. or the quoted email address.

I telephoned my client and he received the code which I inputted.

I then received the same message that no account was associated with the email address.

BUT:

If I signed in with the email address, and

The password was accepted, and

The identity check request knew the mobile no. and email address

Doesn’t that mean that QB did associate an account with the email address otherwise it would not have accepted the password, and known about the mobile no.?

I have not cleared the cache (on 3 computers) as I cannot see that that is the problem.

Should I just cancel the account and start again?

There is one other point, the client did open an account, himself, a number of years ago but never used it.

He will have used the same email address – could that, somehow, be causing the problem?

Many thanks if you can help.

Best wishes

I appreciate your patience in dealing with this email issue, @PJD007. I'll take it from here and route you to the best support available.

Clearing your cache can help refresh the system so you can start with a clean slate. You'll want to consider following my colleague's suggestions above. Once done, use your client's email again to sign in. 

Since this requires confidential information about your Intuit account,  I highly recommend contacting our Support Team. They have the tools to pull up your account and take further action to help you and your client access it. 

Here’s how:

1. Go to the Help (?) icon.
2. Select either of these to start: Assistant or Search.
3. Choose a way to connect with us: Start a chat or Call us.

You'll want to take note of our support hours, so we can address your concerns on time. Rest assured that our representatives are willing to help you Monday - Friday, 8:00 AM to 10:00 PM and Saturday - Sunday, 8:00 AM to 6:00 PM.

Please know that we truly care in helping our users get this matter resolved. You can always update us, as I want to make sure this is resolved for you. Stay safe.

Thank you for your reply.

I appreciate the point about a possible corrupted cache but I have attempted to sign in on three separate computers, so I doubt that each has the same problem (unless I am misunderstanding something, which is always possible!).

I doubt that my client could clear his cache, and it wouldn't be easy for me either.

Are you happy that him having already had an account is not causing the problem?

Logic suggests that as we get through to the 'confirming identity' stage that the email address has been accepted.

Should I just cancel the account and start again, rather than wasting any more time?

I will contact Support, later today, if the problem remains unresolved.

Thanks again

---

@JamaicaA wrote:

I appreciate your patience in dealing with this email issue, @PJD007. I'll take it from here and route you to the best support available.

 

Clearing your cache can help refresh the system so you can start with a clean slate. You'll want to consider following my colleague's suggestions above. Once done, use your client's email again to sign in. 

 

Since this requires confidential information about your Intuit account,  I highly recommend contacting our Support Team. They have the tools to pull up your account and take further action to help you and your client access it. 

 

Here’s how:

 

1. Go to the Help (?) icon.
2. Select either of these to start: Assistant or Search.
3. Choose a way to connect with us: Start a chat or Call us.

 

You'll want to take note of our support hours, so we can address your concerns on time. Rest assured that our representatives are willing to help you Monday - Friday, 8:00 AM to 10:00 PM and Saturday - Sunday, 8:00 AM to 6:00 PM.

 

Please know that we truly care in helping our users get this matter resolved. You can always update us, as I want to make sure this is resolved for you. Stay safe.

---

---

@JamaicaA wrote:

I appreciate your patience in dealing with this email issue, @PJD007. I'll take it from here and route you to the best support available.

 

Clearing your cache can help refresh the system so you can start with a clean slate. You'll want to consider following my colleague's suggestions above. Once done, use your client's email again to sign in. 

 

Since this requires confidential information about your Intuit account,  I highly recommend contacting our Support Team. They have the tools to pull up your account and take further action to help you and your client access it. 

 

Here’s how:

 

1. Go to the Help (?) icon.
2. Select either of these to start: Assistant or Search.
3. Choose a way to connect with us: Start a chat or Call us.

 

You'll want to take note of our support hours, so we can address your concerns on time. Rest assured that our representatives are willing to help you Monday - Friday, 8:00 AM to 10:00 PM and Saturday - Sunday, 8:00 AM to 6:00 PM.

 

Please know that we truly care in helping our users get this matter resolved. You can always update us, as I want to make sure this is resolved for you. Stay safe.

---

Hi again

The client has an Intuit account on this email and password but no products are linked.

The personal data and address are incomplete which suggests that it is nothing to do with me.

I will ask the client if he is using the same password.

More later.

Thank you

Hi

No he says it is not the same password.

However, I have noticed that he does have an Intuit Account on that email and password but no products are linked to it.

Does this help in any way?

Thanks.

Thank you for updating us on your client's login issue, @PJD007.

I'm here to help ensure your client can login into their new QuickBooks account.

Since you've noticed that your client had an Intuit account, you'll want to let them update their account by going to this website accounts.intuit.com. From there, they can keep their account information updated such as their User ID, email, and password. Here's how:

1. Go to accounts.intuit.com. 
2. Enter the Email or User ID. and select Sign in. 
3. Click on Text or Email a code. 
4. Enter the verification code and click Continue. 
5. Select Sign-in & Security.
6. Choose the box that says Password. Then, enter the New Password.

Once done, let them log in to their new QuickBooks account using their Intuit account information.

However, if your client gets the same result, I recommend contacting our QuickBooks Support Team. This way, they can further check on this matter and provide more troubleshooting steps to get this resolved. To reach them, you can follow the steps shared by my colleague JamaicaA above.

Come back to this post and let me know how the call goes, @PJD007. I want to make sure this is taken care of.

You may also want to learn how to create, manage, and track your client requests, projects, and tasks in QuickBooks Online Accountant. This article will give you detailed steps and information: Manage and track your work with client requests, projects, and tasks.

Wishing you all the best!

Hi

Problem solved.

There were a couple of contributory factors but the 'bottom line' issue was that the client had not accepted an invitation to become a user.

He had a previous account that was never used, so his email address was recognised by QBs but no accounts were present.

Many thanks for your help and my apologies that we did not spot this earlier.