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jandjlandscaping
Level 1

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

 
6 Comments
Fiat Lux - ASIA
Level 15

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

QBSE and QBO are two different products

https://quickbooks.intuit.com/learn-support/en-us/new-subscriptions/should-i-use-quickbooks-self-emp...

 

Make sure which one do you want to use

https:// quickbooks.grsm.io/US

https:// quickbooks.grsm.io/us-promo

 

 

jandjlandscaping
Level 1

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

I understand this.  Originally, I purchased QuickBooks Self Employed.  Almost immediately I realized that I needed to be able to send estimates/invoices.  The QuickBooks online mobile app allowed me to do that.  I continued to use my name and password from Intuit.  I signed up to start taking payments via QuickBooks.  I also started exclusively using QuickBooks Online for all my Estimates/Invoices/Online Payments.  All of my customer information, as well as past estimates and invoices, paid and unpaid.  I no longer can access this information.  Now I have even purchased a QuickBooks subscription from intuit, but I cannot access this information.

ChristieAnn
QuickBooks Team

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

Hi there, jandjlandscaping.

 

I can see how useful is it to access your QuickBooks using a mobile app to enter or see your data without any issues. And, purchasing a new account from Intuit is not a solution to access your data from the previous QBO. I'll provide information and steps on how to resolve this.

 

To ensure that we're on the same page, are you using the mobile Android when accessing your QuickBooks app? If so, this issue has been reported as an ongoing concern. Our product engineers are now working to fix this as soon as possible.

 

I suggest contacting our QuickBooks Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update through email once this has been resolved.

 

Here's how to contact them: 

 

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about unable to access your QBO account using the mobile app.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

 

  • Start a chat with a support expert.
  • Get a callback from the next available expert.

 

7. Select how you want to contact them and fill in the information.

 

As a workaround, I recommend accessing your QBO through a web browser. From there, you can enter any transactions like estimates and Invoices while engineers are reviewing the problem with the app.

 

If you're using the iPhone one, there are times performance issues in QuickBooks Mobile App can be caused by a full cache. And, this can also be the reason that you're having trouble accessing your account using an app.

 

To fix this, I recommend performing basic troubleshooting steps. Let's start by resetting the app data to clear the cache and refresh it into its default state.

 

Here's how:

 

  1. Click the Help menu. 
  2. Click Reset App Data.
  3. Close the app when the process completed.
  4. Be sure to right-click the app and Run as Administrator when re-opening. 

 

If the issue still persists, I suggest uninstalling/reinstalling the QuickBooks app. This is to ensure you get the most recent version of the application. You can get the detailed steps in this article: QuickBooks App for Windows and Mac: General support.

 

For more insights about the QuickBooks Mobile App, check out these articles: 

 

 

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

jandjlandscaping
Level 1

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

Hi, Yes I am using an android, which is what I was doing all of my invoices/estimates from.  I am now sitting in front of my laptop trying to figure this out.  I had a very important set of estimates that need to go out ASAP, so I went through the process of creating a new QuickBooks online account, with same account data. (Email business name) but it has none of the previous customers or anything.  It is like I am starting fresh. Now it is asking for EIN and bank account information before I can even send out an invoice with the option to pay.....  Is there going to be any way to get all of my customer information and previous estimates/invoices/payment details?

SarahannC
Moderator

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

Hi there, jandjlandscaping.
 

I appreciate you for getting back to this thread with additional details about your query.

 

I've checked and verified that there's an open investigation where our customers unable to log in using the mobile app Android. I see the importance of signing in to your account and be able to access your data, especially the estimates and invoices.

 

What you have figured out is right that creating a new account has nothing to do in viewing the data or transactions from the other account. A new account indicates that there's no data or any information entered into it even we are using the same login credential.

 

If you haven't tried logging in to a web browser, we view these transactions using any of the following:

 

  • Google Chrome.
  • Mozilla Firefox
  • Microsoft Edge.
  • Safari 11 or newer (Mac only).

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I would still recommend giving our specialist a short call to add you as one of the affected users. This way, your company details will be added to the list of affected users of the investigation. Please consider following the steps provided by my colleague above.

 

To make sure we address your concern on time, you can check their work schedule in this article: Support hours and types. Go to the QuickBooks Online section to view the details.

 

Let me know how the web browser goes. I want to make sure that you'll be to access your account and view the invoices and estimates there. I'll be around in case you still need a hand with this matter. Take care! 

jandjlandscaping
Level 1

I'm trying to sign in to quickbooks online app where all of my information is and it's telling me that my account doesn't include access to quickbooks online

I've talked to support with no help and I am really getting frustrated. I literally have emails that show payments for Invoices and when I click the link on the invoice I can't get to it. Please help

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