QuickBooks HelpQuickBooksHelpIntuit

Recover your Intuit Account if you can’t sign in

by Intuit•38• Updated a day ago

If you have forgotten your user ID or password, or are locked out of your Intuit Account, you can recover access using your verified phone number or email address. If you no longer have access to those verification methods, you can submit an account recovery form with proof of identity.

Note: This article is for customers using QuickBooks Online (Advanced, Essentials, Plus, and Simple Start) and QuickBooks Sole Trader.

Option 1: Use your phone number or email

This is the fastest method to recover your account if you still have access to the contact information on file.

  1. Go to the Intuit sign-in page.
  2. Select Create an account.
  3. Select I forgot my user ID or password.
  4. Enter your phone number or email address.
  5. Select Continue.
  6. Check your text messages or email for a message with a Verification code.
    Important: Open your email in a new browser tab. Do not close the tab with the sign-in page.
  7. Enter the code on the sign-in page and select Continue.
  8. Select the account you want to access from the list.
  9. Enter a new password and select Update password, or select Skip.

Option 2: Use the account recovery form

If you cannot access your registered phone or email, you must verify your identity by submitting a photo of a valid ID.

Accepted documents:

  • Driver’s license
  • Government-issued ID
  • Passport
  • Notarised document

Steps to submit:

  1. Go to the account recovery form.
  2. Fill out the required information.
  3. Upload a high-quality photo of one of the accepted documents.
  4. Submit the form.

What happens next?

Business hours for processing are Monday to Friday, 8:00 AM to 10:00 PM GMT. Saturday and Sunday, 8:00 AM to 6:00 PM GMT.

If you entered a user ID instead:

  1. Select either Forgot password? or Text a code to [your number].
  2. Follow the prompts to reset your password or skip the step.

Note: Do not close the tab containing the code entry form, or you will have to start over.

Troubleshooting verification codes

If you are having trouble receiving or using the verification code, try these solutions.

Issue: I didn’t receive a code.

It may take a few minutes for the code to arrive.

  • If you used email:
    • Check your spam or junk folder.
    • Check all email addresses you may have used to sign up.
    • Add do_not_reply@intuit.com to your approved sender list.
  • If you used text:
    • Ensure your phone is not blocking numbers 88811 or 97962.
    • Check your text messages via your carrier’s website if you don't have your phone.
  • Retry:
    • Select I didn’t get an email or I didn’t get a text message to send a new code.

Issue: My code isn't working.

  • Only the most recent code sent to you will work.
  • If you requested multiple codes, wait for the latest one to arrive and enter that specific code.

Issue: Sign-in issues after a password reset.

If you reset your password but still cannot sign in:

  1. Clear your browser's cache and cookies.
  2. Close and reopen your browser.
  3. Try signing in again with the new password.
  1. Check that you can sign in to other online accounts (for example, your email) using the same web browser. This will determine if the web browser or internet connection is the issue.
  2. Try disconnecting and reconnecting your internet connection to see if your internet speed will improve. A slow internet speed can sometimes be fixed by reconnecting to the internet.
  3. If you’re experiencing issues with your internet connection, it may be helpful to reboot your router or modem. This can usually fix connection problems and occasionally improve a slow connection, and resolve common wireless issues.
  4. Try switching to a different internet network instead of your usual network.

This means that QuickBooks can’t find an account that matches the user ID and password you used to sign in.

If it has been a year or more since the last time you signed in to the account you're trying to access, it’s possible that the original account details have been deleted due to the period of inactivity. You can contact support to check when the account was deleted.

If the account has been deleted, you’ll need to create a new account to access QuickBooks. You can still use the same user ID and password when setting up a new account.

If you still can’t access your account after trying all of the troubleshooting steps in this article, reach out to our support team to connect with an expert. Alternatively, you can visit our support hub for options to find the exact support you need. 

Need more help?

Discover our new series of short, easy-to-follow courses from the QuickBooks support and training team. Learn at your own pace and maximise your QuickBooks experience. Sign up today.

Related links

QuickBooks Online EssentialsQuickBooks Online PlusQuickBooks Online Simple Start