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can't sign in even though user and password ok

 
3 REPLIES 3
QuickBooks Team

Re: can't sign in even though user and password ok

Hello asberyfarm,

 

Are you getting an error message when trying to login?

 

Thanks,

 

Talia

Not applicable

Re: can't sign in even though user and password ok

Yes am getting oops something went wrong so can't access my accounts. Normally there is no problem, I have a QBO icon on my desktop which is also a google one. I click that and am instantly sorted but now all I get is the error message.

QuickBooks Team

Re: can't sign in even though user and password ok

Thanks for the update, @asberyfarm,

 

The error is caused by a third party extension called, "IBM Security Trusteer Rapport", which is blocking QuickBooks Online login attempts.

 

You can open the Google Chrome browser in a private window (Incognito). This will temporarily disable the browser extension an you'll be able to log in to your account.

 

If you don't want to launch the incognito, you can turn off the extension on the regular Chrome browser. Let me show you how:

  1. Click the 3 dots at the right top corner on your browser.
  2. Select More Tools, then Extensions.
    disableextensions.PNG
  3. Find Security Trusteer Rapport, then select the switch to turn off the extension

Also, our Engineering Team is working to fix this as soon as possible. I recommend contacting our QuickBooks Online Technical Team so they add your account to the investigation.  This way, you an receive an update regarding the issue.

 

Here's how:

  1. Click Help (?) at the top right.
  2. Select Contact Us to connect with a live support agent.

Thanks for your patience and understanding while we look into this.