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Level 1

Can’t access clients books QBOA

Please help. Client sent my firm an invitation. I accepted but then it tried to force me to set up a new QBOA account. I contacted support. After several hours and repeated attempts to have them verify that my user ID was linked properly to my email, discovered that my email address was changed when I filed my taxes using TurboTax. Changed email address, had client delete my firm and send a new invite. Accepted the invite but still didn’t see them in my client list. Another call to support and they submitted a ticket. I was supposed to begin work for this new client almost 2weeks ago. But I still can’t access books. I can’t get a commitment from support on when this will be fixed. Now the client hasn’t responded to me in 2 days. I am going to lose this account if this isn’t resolved. I feel like it is a problem with the deleted invite. Like maybe some code is still floating out there and keeping the 2nd invite from properly executing. But regardless of what I think I am left in limbo with no solution and no way to begin accessing my clients account. 

1 Comment 1
Level 7

Can’t access clients books QBOA

This is not the impression we want you to experience when managing your account,  noraann.


If the problem persists, I'd suggest contacting our Customer Support Team again to follow up on your case. They'll pull up your account in a secure environment and help you with this one. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. 


Here's how to contact them through chat support:

  1. Go to the Help menu at the upper right.
  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. 

In case you're unable to connect to your client's company files and start reviewing their books, kindly refer to this article for its fix: Client invites in QuickBooks Online Accountant. It contains a step-by-step troubleshooting guide to resolve the said issue.


I'll be around to help if you need anything else. Take care always.

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