Issue

jakobox · ‎July 23, 2021

Some time ago I had a reconciliation that needed to be reversed. As those who have done this may have learned, this is quite complicated to do, and required me to create an "accountant" profile.

The issue is, it seems my accountant profile and my quickbooks single user use the same email. So now there is no way to log in directly to my single user account.

I spent about 2-3 hours with Quickbooks support 3 weeks ago. Was told that a fix was in the works, given a support ticket number ([removed] FWIW) and that a response was imminenet.

The response never came. I'm loathe to contact them again. Not sure I can invest 2-3 more hours into this issue. Perhaps someone on the support forums can help me on this one?

Rose-A · ‎July 23, 2021

Thanks for reaching out to the Community, jakobox. I want to make sure you'll be guided to the right support.

I'd like to check this for you and get it taken care of myself. However, as much as I would like to get this handled directly, the case number requires pulling up your account information, which I am unable to do in this public forum.

I know you've already called in. However, I still suggest getting in touch with our QuickBooks Online Support to have your case number re-investigated. A phone agent has the appropriate looks, like screen sharing, and help you sort everything out.

You can use our live messaging option from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturdays. To ensure we address your concern on time, check out our support hours. Here's how to get in touch or chat with us:

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Chat with us.

I'll be sharing with you the references below. These articles contain more details on how to handle locked out accounts as well as ways on recovering when you can't sign into QuickBooks Online:

Recover your account when you can't sign in.

Reset your password or recover your user ID for QuickBooks Online.

I'm always here to help if you have any other concerns. Just tag my name in the comment section and I'll get back to you as soon as I can. Stay safe.

jakobox · ‎July 24, 2021

Hi Rose, thank you for the detailed response about how to chat with someone.

This was exactly the same method I used to get in touch with someone at Quickbooks 3 weeks ago. After several hours of discussion, the issue was not resolved.

That's why I'm asking here. Happy to provide any other specifics of my situation to help in community troubleshooting.

Thank you!

jakobox · ‎July 24, 2021

Thank you for the detailed instructions on how to contact support.

In fact, those are about exactly the same steps I used to contact support last time. The result was a several hour long chat, a promise for a followup, and now 3 weeks of waiting for that followup. So I think it's fair to say that the solution you provided is not the correct one :)

Can you please just help me troubleshoot how to log in directly to my account?

Thank you!

Jake

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