Hi there, Lisa. I've checked here on our end and there's no reported issue about this matter. I'm pleased to provide troubleshooting steps to help resolve the issue so you can start working with your client account.
Experiencing this kind of issue in QuickBooks is typically the result of outdated or corrupted cache files in your web browser. You'll want to access your QuickBooks Online account in a private browser or incognito.
By doing this, we can see if it's browser-related.
You can use the keyboard shortcuts below:
- Ctrl + Shift + N (Google Chrome)
- Ctrl + Shift + P (Firefox)
- Control + Option + P (Safari)
- Ctrl + Shift + P (Microsoft Edge)
Once logged in, check the accountant tool to verify if it's already there. If it works, please return to your regular browser and press the CTRL+ Shift and Delete keys on your keyboard to clear the cache.
I also encourage you to visit these links to help manage your accountant user:
As always, add a comment below if you have any other concerns managing files in QuickBooks. I'm here to help always. Take care!
