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cg73
Level 2

Problem logging into QuickBooks Online with Mac Air

Hello,

 

I have a client that is having problems logging into her QuickBooks Online using her Mac Air.  Any suggestions/help would be greatly appreciated so I can help get her logged in.  Thank you.

6 Comments 6
ShiellaGraceA
QuickBooks Team

Problem logging into QuickBooks Online with Mac Air

Hello @cg73,

 

You can let your client use a different browser to login to their account. Below is the list of browsers they can use.

 

  • Google Chrome
  • Firefox
  • Microsoft Edge
  • Google Play
  • Safari 11 or newer

Once done, let your client log in again. Please refer to this article for more information: System requirements for QuickBooks Online.

 

I'm also sharing with you our page about QuickBooks Online help articles for more tips and recommendations.

 

You can always come back to this thread if you have questions or concerns. The Community is here to help. Thanks for coming in today and have a nice day ahead.

cg73
Level 2

Problem logging into QuickBooks Online with Mac Air

The problem they are having is this:

 

They can log into QBO on their desktop Mac but when they go to log into the Mac Air it is giving them problems logging in.  Saying that the login is incorrect and now they are locked out.  I do not know what to tell them to do?  My thinking is that they are not typing in the correct log in information but they are.

cg73
Level 2

Problem logging into QuickBooks Online with Mac Air

UPDATE - our client was able to log into her desktop computer but is still not able to log into their Mac Air.  Any problem solving suggestions would be greatly appreciated as I am not familiar with Mac products. 

IamjuViel
QuickBooks Team

Problem logging into QuickBooks Online with Mac Air

Let's clear your client's app data, @cg73.

 

This way we can fix any sort of errors in the system. 

 

Here's how:

  1. Click the Help menu at the top of the screen.
  2. Select the Reset App Data option on the drop-down selection.

Once completed, let your client log in to their account again. Just make sure to tell them to manually type their login credentials. If the issue persists, I'd suggest uninstalling and reinstalling the app to refresh the system.

 

Leave a comment below if you have other questions about using the QuickBooks Online desktop app. I'm always here to help.

cg73
Level 2

Problem logging into QuickBooks Online with Mac Air

Just to clarify:  "Just make sure to tell them not to manually type their login credentials" - should they copy and paste their credentials? Is that what you mean?

IntuitLily
Moderator

Problem logging into QuickBooks Online with Mac Air

Thanks for asking, @cg73.

 

My colleague has already updated her answer above for clarification. 

 

Once you log in after resetting the app, be sure not to use the autofill option. You'll need to manually type in the login credentials to smoothly access the account. 

 

Please keep in touch with me here for all of your QuickBooks needs. Thanks for bringing us your question, have a great day.

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