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tamcdaniel
Level 2

My requests to add a user & request to accountant not going out. They are not receiving them. I have White-listed the ip address and have checked spam, etc.. Suggestions?

 
Solved
Best answer January 15, 2020

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tamcdaniel
Level 2

My requests to add a user & request to accountant not going out. They are not receiving them. I have White-listed the ip address and have checked spam, etc.. Suggestions?

Thank you for the suggestion. Your solutions was something I had not tried yet, but it did not work.

 

I did resolve the issue eventually by changing my employees email. Since they were a new employee and did not have card or anything made up yet, that seamed to be the best solution. 

 

It appears, but was never confirmed, that the problem was the fact that I added this employee to quickbooks as a contractor first with assigned email address. There appears to have been an error in the setup of that process that had a lock on that email address. So when I tried to send the user a request as a quickbooks user, it was not allowing the email through. After I removed one letter (employee's middle initial) from their email address, and resent the user request with the new email address, the email went through and was received.  

View solution in original post

3 Comments 3
KhimG
QuickBooks Team

My requests to add a user & request to accountant not going out. They are not receiving them. I have White-listed the ip address and have checked spam, etc.. Suggestions?

Thanks for sharing the troubleshooting steps you took, @tamcdaniel.

 

Have you tried sending the invite using a private (incognito) window? Sometimes temporary internet cache files stored up in the system cause the program to misbehave. 

 

Opening a safe browser and accessing the program from there can usually fix the issue. Check out these keyboard shortcuts:

  • Ctrl + Shift + P (Internet Explorer)
  • Command + Shift + N (Safari)
  • Ctrl+ Shift + N (Google Chrome)
  • Ctrl + Shift + P (Mozilla Firefox)

 

Now let's test the solution by resending an invite. Here are articles to serve as your guide: Add, delete, or change user access and Invite or remove an accountant. If it works, go back to your default browser and clear cache. See Delete browser cache and temporary Internet files for more information.

 

Otherwise, switch to a different browser like Firefox, Internet Explorer, Google Chrome, or Safari. The one you are currently on may be having a temporary issue with QuickBooks, and using a new browser in the meantime will allow you to get back to work.

 

Take a look at this article for the details: System requirements for QuickBooks Online, QuickBooks Online Accountant, and QuickBooks Self-Employe....

 

I want to know how this goes on your end and if there's anything else you need. The Community is here to help. Have a good one!

tamcdaniel
Level 2

My requests to add a user & request to accountant not going out. They are not receiving them. I have White-listed the ip address and have checked spam, etc.. Suggestions?

Thank you for the suggestion. That solutions was something I had not tried yet, but it did not work.

 

I did resolve the issue eventually by changing my employees email. Since they were a new employee and did not have card or anything made up yet, that seamed to be the best solution. 

 

It appears, but was never confirmed, that the problem was the fact that I added this employee to quickbooks as a contractor first with assigned email address. There appears to have been an error in the setup of that process that had a lock on that email address. So when I tried to send the user a request as a quickbooks user, it was not allowing the email through. After I removed one letter (employee's middle initial) from their email address, and resent the user request with the new email address, the email went through and was received.  

tamcdaniel
Level 2

My requests to add a user & request to accountant not going out. They are not receiving them. I have White-listed the ip address and have checked spam, etc.. Suggestions?

Thank you for the suggestion. Your solutions was something I had not tried yet, but it did not work.

 

I did resolve the issue eventually by changing my employees email. Since they were a new employee and did not have card or anything made up yet, that seamed to be the best solution. 

 

It appears, but was never confirmed, that the problem was the fact that I added this employee to quickbooks as a contractor first with assigned email address. There appears to have been an error in the setup of that process that had a lock on that email address. So when I tried to send the user a request as a quickbooks user, it was not allowing the email through. After I removed one letter (employee's middle initial) from their email address, and resent the user request with the new email address, the email went through and was received.  

View solution in original post

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