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Level 2

QBO - Inviting Users who use same email ID in multiple QBO companies

New QBO Plus subscription created through ProAdvisor, who for the moment is Master admin.  Master admin invites client's bookkeeper Becky as a User with full access rights to the new QBO subscription.  Becky is invited using same UserID email that Becky uses for a similarly named QBO subscription company on Becky's computer.  However, every time Becky tries to accept invitation and sign in, it only takes her to the old subscription with no choices before or after signing in to add the new subscription (at least she didn't see any).  This also tried using private mode on her browser, and even tried on the Windows 10 desktop app for QBO on Becky's computer.  Same results.

 

Chatted with QB support and they said to make sure Becky is invited as Admin.  So, ProAdvisor Master admin deleted old invitation and set Becky up as Admin and re-invited her.  Same results... several times... several different ways.  Becky has spent about two hours trying to sign-in.  Suggestions?

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Best answer 3 weeks ago

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Level 2

QBO - Inviting Users who use same email ID in multiple QBO companies

So to answer my own question... nothing that a couple of hours on a 3-way phone call with QB support won't fix!  Actually kudos to Dwight from QB support who kept accessing upper level support until this issue got figured out.  

 

Ultimately, several weeks before the new QBO subscription sign in was ever attempted, bookkeeper Becky couldn't sign in to the old QBO subscription.  She had forgotten this because she had two accounts to access the old subscription, so she just used the other one.  So the problem started several weeks ago, unbeknownst to me.  Sigh

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QBO - Inviting Users who use same email ID in multiple QBO companies

I appreciate the troubleshooting, DRAccounting.

 

Since none of it worked, I recommend reaching out to our QuickBooks support again. They will be able to check the account and provide another resolution. 

  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

Check out this article for future reference: Manage users or firm employees in QuickBooks Online Accountant.

 

I'll be around if you have other questions.

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Level 2

QBO - Inviting Users who use same email ID in multiple QBO companies

Thank you for your response.  I've contacted support again and put Becky's phone number in for them to call her, as she is now locked out of both her QBO accounts!  (Actually now we are having a 3-way conversation to hopefully solve this issue.)

 

By the way MaryLurleenM, your article is about Team members.  Becky is not a Team member.  She works for my client but has access (does bookkeeping) for both of the client's QBO subscription accounts.

Highlighted
Level 2

QBO - Inviting Users who use same email ID in multiple QBO companies

So to answer my own question... nothing that a couple of hours on a 3-way phone call with QB support won't fix!  Actually kudos to Dwight from QB support who kept accessing upper level support until this issue got figured out.  

 

Ultimately, several weeks before the new QBO subscription sign in was ever attempted, bookkeeper Becky couldn't sign in to the old QBO subscription.  She had forgotten this because she had two accounts to access the old subscription, so she just used the other one.  So the problem started several weeks ago, unbeknownst to me.  Sigh

View solution in original post

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