Login Trouble Tickets

Thanks for sharing your experience with our support team, @CharlesT3.

I want to make sure your login issues get resolved.

Our support team may be sent you an email regarding the password reset that's why they close the ticket. If you received one, click the link on the email and reset your password. This way, you'll be able to log in to your Quickbooks Online (QBO) account. If you run into any issues, you can reply to the email from the support agent.

Let me know how it goes, I want to make sure this is taken care of. I'll be standing by for your response.

Mark -

Thanks for your email and I did get the reset.  It didn't solve the issue and when I replied to the email, I got "Thank you for your email. We would love to help you with your question but are unable to find an existing open case for your request. Please send new questions through one of the support sites listed below."

As background, the issue appears to be that I can authenticate with QBO email/password but then I get directed to "Let's Verify You're You" and usually the only option is "Contact Customer Service".  Sometimes it is "Verify another way".  I have gone through this sequence 25+ times, reset my password 10+ times via email, ID submission and link from support (the three available options).  My Activity in my Intuit account shows me logging into QBO but I can't get to a QBO screen (or get through Let's Verify You're You).

This has been going on since right after New Years, I have spoken with at least 4 support techs (shout out to Sakeenah and Lucas who walked through this with me on Glance and escalated to T3 and supervisor respectively.  Unfortunately the subsequent emails were "reset your password").  At this point, it is critical as I can't produce reports for my non-profit and having spent at least 5 hours on the phone, I don't think there is an understanding in intuit of the issue.

I would be happy to review directly with you or anyone you designate.  I am around this evening or tomorrow AM at 7:30 (or email/call me to set up a time).

For reference, cases

[Case number removed]

[Case number removed]

[Case number removed]
[Case number removed]

Many thanks -

Charles

Hi Mark -

Thanks for the email and I did get the reset.  It didn't solve the issue and when I replied to the email, I got "Thank you for your email. We would love to help you with your question but are unable to find an existing open case for your request. Please send new questions through one of the support sites listed below."

As background, the issue appears to be that I can authenticate with QBO email/password but then I get directed to "Let's Verify You're You" and usually the only option is "Contact Customer Service".  Sometimes it is "Verify another way".  I have gone through this sequence 25+ times, reset my password 10+ times via email, ID submission and link from support (the three available options).  My Activity in my Intuit account shows me logging into QBO but I can't get to a QBO screen (or get through Let's Verify You're You).

This has been going on since right after New Years, I have spoken with at least 4 support techs (shout out to Sakeenah and Lucas who walked through this with me on Glance and escalated to T3 and supervisor respectively.  Unfortunately the subsequent emails were "reset your password").  At this point, it is critical as I can't produce reports for my non-profit and having spent at least 5 hours on the phone, I don't think there is an understanding in intuit of the issue.

I would be happy to review directly with you or anyone you designate.  I am around this evening or tomorrow AM at 7:30 (or email/call me to set up a time).

For reference, cases

[Case number removed]

[Case number removed]

[Case number removed]
[Case number removed]

Many thanks -

Charles

@Mark_R - any thoughts on this one?  

Hi there, CharlesT3. This isn't the impression I want you to have about QuickBooks products and services.

Rest assured that one of our administrators will contact you via private message to discuss further with your login issue.

If you have any other concerns about QuickBooks, feel free to post again in the Community. I'd be happy to assist you further. Keep safe. 

@MirriamM  - thank you for the help.  I did receive a DM yesterday saying the issue was being escalated to T2 but haven't heard anything since.  Any news?

Hello?  Any help would be appreciated....

I can see the urgency of getting this resolved, CharlesT3. 

I want personally to look into this further and check the status of this case. However, I'm unable to open your account for security purposes.

To follow up on a status of a case, then you'll need to contact our Customer Support Team. They have the tools to look up the case and see the process of it.

Here's how: 

1. Click the Help menu in the upper-right hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

Meanwhile, I'll be adding this resource in case you've got other QuickBooks concerns such as setting up payments, managing your income and expenses, running reports, etc. Please refer to this article for more details: Community help articles.

Let me know how it goes. I want to make sure everything is taken care of. Stay safe and have a good day.

@LeizylM Unfortunately I don't see help in the. upper corner - probably because I can't log into my QBO account (which has support).  Also @Ami_D sent me a DM saying she had escalated the ticket to Tier 2.  I haven't heard back from her.  Any chance you could ask her to give me a brief update?

Hi there @CharlesT3 . Thank you so much for following up here. I was able to check on your case again this morning and will send you a message shortly with an update.