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art-sogoodsoyou
Level 1

access to my account

I have been unable to connect to my QB accounts almost everyday at varying times.  I may actually be working in QB and get booted out.  Trying to log back into QB I get a message that the administrator has not given me access.  I "am" the administrator. I have a list of 15 different QB priority circle support people I have talked to sense September 10, 2020.  Many more.  No one knows why this happens.  Tier I has spoken to Tier II support but I still have the same issue.  I am trying to close my month end but can't access again!!!!

 

5 Comments 5
ReymondO
QuickBooks Team

access to my account

I definitely understand how it can be frustrating to sign up for a service and have it not work the way you think it should be, @art-sogoodsoyou.

 

Let me share with you some recommend steps that will help you access your account so you can close your books.

 

The issue you're experiencing right now might be a cause of too much cache build up in your browser. This is the reason why you're unable to access your account most often.

 

Let's perform some basic troubleshooting steps so you can get back to your business. First, access your account in a private browser. This a special mode where the browser doesn't record the browsing activity on the local device, so no trace will be left on the computer.

 

  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).

 

If you're able to log in back to your account, then let's clear the cache in your web browser or try using a different supported browser. It could be a temporary issue with QuickBooks and the current browser that you use.

 

If you're still getting the same issue, I recommend reaching out to our customer support again. This way, they can do a further investigation of what's causing this behavior and provide you a solution.

 

I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can. Have a great day.

art-sogoodsoyou
Level 1

access to my account

Thanks for trying but all of that has been done many times.  In addition my password has been reset probably 4 times.  I have had my account deleted and reinstalled although that didn't work real well as I had a ghost account so QB couldn't  reinstall as it thought I already already had access.  Had to set up a bogus email account and gave it access so I could work.  Two or three weeks ago one of QB's tech's finally figured out how to change my access back to my real account and deactivate my bogus login.  And now after almost 2 months of this issue I believe Pam finally got Tier II support to take a look.  Received an email on 11/11/20 stating that they were working on and will get back to me.  Anther two hours going through everything I have been told to do and on the phone before magically QB gave me access.  This is an issue that is two months old, has not been fixed and is keeping the owner (he has the same problem) and myself from doing any financial work for our company.  At this point I have to ask myself why we even are using QB if we have interrupted access on a continuing basis!!

art-sogoodsoyou
Level 1

access to my account

QB has booted me out again.  Does anyone have any ideas????

katherinejoyceO
QuickBooks Team

access to my account

Thanks for actively responding, @art-sogoodsoyou. I appreciate you for trying all the steps to fix this issue. 

 

I know you've already reached out and worked with our QuickBooks team on the phone. At this point, I'd recommend contacting them again to let them know the issue is coming back. 

 

That way, we can check your account to determine what's causing this to happen. They can also open a case to investigate and find a long term fix on this issue. 

 

Here's how: 

 

  1. Go to this link: https://help.quickbooks.intuit.com/en/contact
  2. Enter brief details on your concern in the Tell us more about your question field, then click Search
  3. Click the Start a Message button, then enter all your info in the pop-up window on your left corner. 
  4. Check the box for I'm not a robot.
  5. Hit Submit

 

Our support agent will be with you shortly. Please have your company details handy for verification purposes. 

 

Message us again if you have additional concerns, @art-sogoodsoyou. I'm always around here to help you some more. 

 

art-sogoodsoyou
Level 1

access to my account

Does doing what you just said to leave a message, get a message to a Tier I support team member.  If that is the case, then it would be waste of time on my part.  Between 9/10 and 10/22, a quick review of my phone bills show over 9 hours on the phone during 12 phone calls to Tier I support.  Not until 11/11 did any of the 10+ support members (I didn't write all their names down) I talked to say they were going to bump my issue up to Tier II.  Tier II sent me a message saying they opened a ticket (which Quote states "OUR SYSTEM WILL AUTOMATICALLY CLOSE THIS TICKET TODAY") saying they were working on the issue.  Since I haven't heard back I can only assume that the ticket was closed and nothing was done as I was on the phone yesterday with Kim for two hours with the same issue.  From my perspective it appears QB really doesn't give a D...!!  

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