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Level 1

Can't access client's books

Hello,

 

I hope you are safe and well. 

So, my client had two qbo companies when I started working with them. I started a new one for them as the previous ones are too messy. Now, from my clients list, when I choose the new company, qb takes me to one of the old ones and I am unable to enter the newest one. First time it was good, second time and so far I am getting this issue.

Any solutions for that?

Solved
Best answer June 02, 2020

Best Answers
Highlighted
QuickBooks Team

Can't access client's books

Hello there, @ incredtaccounting.

 

Since you can’t reach our Customer care support by calling them. Due to COVID-19, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. 

 

We will resume normal hours as soon as possible. Also, some products will only have chat support during this situation. 

 

Here's how to contact them through chat support:

  1. Go to Help (question mark icon).
  2. Click the Contact Us.
  3. Enter a brief description of your concern in the How can we help? field.
  4. Click Start messaging in the Message an Agent section.

 

Also, you can check our support hours to reach them during your convenient time: Support hours and types.

 

You can get back to me if you have additional questions. I'll be glad to answer.

View solution in original post

5 Comments
Highlighted
QuickBooks Team

Can't access client's books

Hi there, @incredtaccounting. I hope your day is going great as well!

 

I've checked from our records and haven't found any ongoing investigations about the problem you're having. To narrow down the cause of this unexpected behavior, let's start by accessing your client's file in a private window. At times, the regular browser tends to hold onto information, and over time it could cause problems while working with QuickBooks.

 

To save you time, use either of these keyboard shortcuts:

 

  • Mozilla Firefox: press Ctrl Shift P
  • Internet Explorer: press Ctrl Shift P
  • Safari: press Command Shift +N

If you're able to open the correct file successfully, go back to your original browser and clear its cache to start fresh. Or, you can try using other supported browsers to help us isolate the issue.

 

In case you need an additional reference about managing your clients' file, check out these articles:

 

 

Post again if there's anything you need assistance with. I'm always happy to help. Have a good day!

Highlighted
Level 1

Can't access client's books

Hi Angelyn_T,

 

Thank you for your response. I have tried Chrome, Edge and Safari, Normal and Private tabs but the problem seems beyond that. 

I even tried removing my accountant access and inviting me again but didn't work. I also tried deleting the old companies and then joining the new company but it still gets me to the old one that I deleted.

I cleared cache and even tried with my phone but I think it is an issue on QuickBooks level.

 

I also tried calling qb but my call dropped couple of times. This matter is time sensitive, can you direct me to the most effective way to deal with this. Will be much appreciated.

 

Thank you!

Highlighted
QuickBooks Team

Can't access client's books

Thanks for providing an update on all the troubleshooting steps you've tried, @incredtaccounting.

 

Since the troubleshooting hasn't worked, I recommend requesting a callback from our QuickBooks Online Accountant Support team. They'll be able to do a screen-share with you to see precisely where the issue lies. The agent you speak with will also see how your clients are set up in QuickBooks and if the setup is causing this issue. The steps below will show you how:

 

  1. Go to the Help (?) menu, and selection Contact Us.
  2. Type Can't access client's books in the text box.
  3. Press Let's talk and enter your contact information.

 

An agent will contact you shortly to help you figure out what's causing this problem.

 

Feel free to let me know how the conversation goes below. I'll keep an eye out for your response.

Highlighted
Level 1

Can't access client's books

Thank you for your guidance. 

 

I tried the steps you mentioned but I thing call back is not available due to COVID 19. I tried to call the (the only option) but my call dropped before connecting to an agent few times.

Highlighted
QuickBooks Team

Can't access client's books

Hello there, @ incredtaccounting.

 

Since you can’t reach our Customer care support by calling them. Due to COVID-19, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. 

 

We will resume normal hours as soon as possible. Also, some products will only have chat support during this situation. 

 

Here's how to contact them through chat support:

  1. Go to Help (question mark icon).
  2. Click the Contact Us.
  3. Enter a brief description of your concern in the How can we help? field.
  4. Click Start messaging in the Message an Agent section.

 

Also, you can check our support hours to reach them during your convenient time: Support hours and types.

 

You can get back to me if you have additional questions. I'll be glad to answer.

View solution in original post

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