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Level 2

QBOA invite not working

After a client has sent me an invitation as an accountant, the invite asks which user name I would like to use and normally I am able to click on my user (email) and login and accept the invite. But on the most recent invitations I have gotten, it is not letting me click on my login or any of the others and there is no other link or button to accept the invite. To be clear the email is showing a list of user names which it normally does but NONE are able for me to click on, just text, no link.

26 Comments
Moderator

Re: QBOA invite not working

Hello, @liz is all biz.

 

Thanks for reaching out to us here in the Community. I'm here to help make sure that you can accept the invitation sent by your client so you can see their account.

 

To isolate this, try logging into your QuickBooks Online Accountant (QBOA) account using a different or a private browser. There are times that the browser is full of frequently-accessed page resources, thus causing some errors and/or unusual responses.

 

To use a private browser, here's how:

 

  • On your keyboard, press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox or Internet Explorer).
  • Control + Option + P (Safari).

 

If it doesn't work, I'd suggest working with your client to have them resend the invite. For your reference, you may check out this article or send this to your client for the steps in sending the email invitation again: Why did my invited users not receive their email invitations for QuickBooks Online?.

 

Give this a try and let me know how it goes by leaving a comment below. Please know that I'm only a post away if you have any follow-up questions. Wishing you and your business continued success.

Level 2

Re: QBOA invite not working

I have this same issue this week as well. The client has resent the invite 4 times now with the same problem. I'm unable to click on any link in the invite email to accept it.

Moderator

Re: QBOA invite not working

Good day, lnoelcpa2.

I want to make sure you'll be able to accept the invitation as the accountant in QuickBooks Online.

 

As discussed by my peer FritzF on the thread, you can try using a different browser and have your client resend the invitation.

 

Here's how to open a private window in different browsers:

  • Google Chrome: press Ctrl + Shift + N.
  • Mozilla Firefox: press Ctrl + Shift + P.
  • Internet Explorer: press Ctrl + Shift + P.
  • Safari: press Command + Shift + N.

If you're able to accept the invitation using the private browser, let's go back to your regular browser and clear its cache.  However, if the problem persists, I suggest contacting our QuickBooks Online Customer Care. They can initiate a screen sharing session to help you get to the resolution quickly.

 

Also, you may find these articles helpful:

If I can be of help while working in QuickBooks, feel free to let me know by clicking the Reply button below.

Level 2

Re: QBOA invite not working

No not able to accept the invite at all. I've tried many browsers and had the client resend the invite multiple times. Each time the email arrives but does not give the opens to accept or click on anything to accept the invite. I will call customer care.

Level 2

Re: QBOA invite not working

No not able to accept the invite at all. The user names are grey/frozen and there is no other button or link to click on in the invite email. I have used several different browsers and had the invitations sent multiple times by clients.

I will be contacting customer care.

Moderator

Re: QBOA invite not working

Greetings liz is all biz,

 

I appreciate you taking the time to perform the troubleshooting shared by my colleagues FritzF and RoseMarjorieA.

 

I have another step that we can try so you can accept the invitation email.


Here's how:

 

For Google Chrome

  1. Open Google Chrome.
  2. Hold Ctrl + Shift + N, to open the Incognito Window.
  3. Open the QuickBooks Online accountant user email invitation.
  4. In the email, right-click on the Accept Invitation link.
  5. From the menu that appears, select Copy Link Address.
  6. Back within the Incognito window, paste the copied shortcut into the address bar. (Note: Selecting F6 key will automatically highlight the address field in which to paste the copied shortcut.)
  7. Select Enter, to be taken to the login screen for QuickBooks Online Accountant.
  8. Log into QuickBooks Online Accountant.

The steps for other browsers can be found in this article: How to troubleshoot an error message received when attempting to accept an accountant invite.

 

If you've tried following the recommended steps and it didn't work, please contact our QuickBooks Online Customer Care. They can help you check if there is an ongoing investigation and they have the resources to help you resolve this issue.
 

Please keep me posted. I'm right here if you need anything else. Have a good one.

Level 2

Re: QBOA invite not working

There is no link that says "accept invitation" to right click on.

I've contacted customer care and the issue is  a connection problem between GMAIL and QB and the QB tech teams are working to resolve.

Level 2

Re: QBOA invite not working

These steps did not work. To clarify, within the actual email invite, there is no link to click on - hence there is no link to right-click on either.

Level 2

Re: QBOA invite not working

Thank you so much @liz is all biz - This was driving us nuts :) I hope they have a solution soon since it's basically year end :)

Level 1

Re: QBOA invite not working

I am having the same issue and none of these solutions are working.  How can we find out when Intuit has fixed this issue?

Level 1

Re: QBOA invite not working

Same here.  How can we find out when Intuit has this resolved??

Moderator

Re: QBOA invite not working

Hello everyone,

 

Thanks for reaching out to us about the invitation email for an accountant. I'm here to provide additional information about the issue.

 

Our product development team is already aware of the issue when accepting an email invitation through a Gmail account. Once you contact the Phone Support Team, they'll automatically add you to the list of affected users.

 

After adding you to the list, you'll receive QuickBooks updates via Email. As a workaround, you can open the email you received and follow these steps:

 

  1. Open the email message from your account.
  2. Click the three dots in the upper right.
  3. Select the Translate message option (see attached screenshot below).

You can also try accepting the invite using a phone or tablet browser.

 

In case you need to contact our Phone Support Team, you can call them directly through this article:

 

Get help with QuickBooks Online

 

If this is happening on your end and you're using a different Email provider, you can follow the troubleshooting provided by @PreciousB. Just scroll up to see the detailed instructions.

 

We're looking forward to your response. If you need more help from the Community team, feel free to leave a comment below.

Level 2

Re: QBOA invite not working

While speaking with the support team we tried the work around options and none worked.

QuickBooks Team

Re: QBOA invite not working

Hey there, liz is all biz.

 

Thanks for coming back to the Community and letting me know the steps you performed with our phone support.


If your company is already set up to receive email updates, you’ll be notified automatically once there’s progress to the issue. I’ll also update this thread when the permanent solution is available.


I appreciate your patience while we look into this. Reach out to me directly if you have questions about working in QBO. I’m here to lend a helping.

Level 1

Re: QBOA invite not working

Has a solution been found. I am having the same problem since yesterday. None of the links on the invite work.

Moderator

Re: QBOA invite not working

Hello guys,

 

May I know what is the email provider (Gmail, Yahoo, Outlook, and etc.) you're using?

 

Any information and screenshots you can provide would be much appreciated. This would help us check our system for any reported issues and provide necessary steps. Thank you in advance!

Level 2

Re: QBOA invite not working

Email provider I'm using is Gmail.

Attached is a screen shot of the accountant invite and as you can see the section of emails and the wording "use this intuit ID" are both grey...normally they a blue and linked so that you can choose with user name to login with.

I've tried the "work around" by clicking the 3 dots and choosing "translate message" and it does not work either :/

Content Leader

Re: QBOA invite not working

Greetings, @liz is all biz.

 

I have some insight that will help you stay informed on this Gmail Accountant Invite issue. This is, in fact, an ongoing issue that our Software Engineers are collaborating with Google to quickly resolve. You mentioned attempting the Translate Message workaround, so I wanted to make sure you've been added to the product issue contact list.

 

If you haven't already, please get in touch with our awesome Support Team to be added:

 

Contact QuickBooks Support

  1. Click the link to head to the Official Intuit Contact page.
  2. Select QuickBooks Online.
  3. Pick an issue type from the menu below, then click Get Phone Number at the bottom.
  4. Once you're speaking with an agent, the reference number you can use to locate the Gmail ticket is: INV-23141


By doing this, you'll be signed up for scheduled email updates on the Engineering Team's progress towards a solution. In the meantime, users affected by this issue have also reported success in accepting the invite from a mobile or tablet device's web browser. To specify, try loading the email invitation in the device's browser, and not through the Gmail app. We also offer an extensive guide on errors received while accepting an accountant invite that you may find helpful.

 

Please feel free to get in touch with me here for any additional questions, the Community always has your back. Thanks for dropping in and have a wonderful rest of your week.

Level 1

Re: QBOA invite not working

I had the same issue and found a most peculiar work-around:

 

In the email, go to the reply button and reply to the message. You'll be sent a follow up email that tells you it couldn't send your message properly. If you scroll down through that message, you'll see a large link with your userID attached at the end of it. Click the link, it is the invitation you are seeking.

Level 1

Re: QBOA invite not working

Yes this worked!!

Level 1

Re: QBOA invite not working

I am currently having a similar issue with a potential new client where the invitation prompts me to create a new account. I have gone through all of the troubleshooting tips here, spent 2 hours on the phone with CS today. The CS even called the client and walked them through sending the invitation from their account through a legacy management portal, and it still didn't work. I am absolutely livid that this issue STILL exists, and that there is no workaround, or that QBO customer support can't manually assign the account to me. This affects my ability to make a living. How can I effectively administer a client's account without accountant access? Sure, I could be added as master admin but that doesn't give me access to any accountant tools. And apparently this is only for gmail accounts, which is one of the most popular Email servers in the world. This issue needs to be fixed ASAP!!!!!!
QuickBooks Team

Re: QBOA invite not working

Hello there, @M_Sylvia_CB

 

I want you to know that I'm here to provide another solution so your client can add you as an accountant user to his/her company. I'll guide you along the way to help turnaround your experience. 

 

Deleting the original invite (see the screenshot below) and reinviting you as an accountant user are currently the recommended method. Since these aren't working on your end, you'll have to go into your email using a mobile device. From there, make sure to accept the newest invite that was sent from your client. 

 

DeleteAccountantInvite.PNG

 

Once you accept the invitation, you can go to the Clients menu to effectively manage your clients. From there, you can see the QB icon, Bookkeeping, Payroll, Trial Balance, and Tax sections. For more details, see this article: https://community.intuit.com/articles/1761219. Also, you can now navigate your Accountant Toolbox to maintain his/her financial data. 

 

I'm just a comment away if there's anything else you need. 

Level 1

Re: QBOA invite not working

The client has sent me three emails already, one of which was done with the assistance of the QuickBooks customer service rep that I spent two hours on the phone with this morning. He walked her through sending me an invite through a legacy management portal in her account, and that still didn't work. 

 

This was all detailed in my post. The CS Rep and I even tried to change the invitation URL so it doesn't say new user=true (I do have some programming knowledge) but that didn't work either. 

 

All troubleshooting options found on the support community as well as given to me by the CS rep today DID NOT WORK!!!!!

Moderator

Re: QBOA invite not working

Hi @M_Sylvia_CB,

 

I know how challenging this is for you. This time, let's perform some other steps that you can follow so you successfully accept your client's accountant invitation.

 

To do so, let's open a new incognito or private window of your browser and accept your client's invitation from there. Let me show you how:

  1. Open Google Chrome.
  2. Hold Ctrl + Shift + to open the Incognito Window.
  3. Open your QuickBooks Online accountant User email invitation.
  4. In the email, right-click on the Accept Invitation link.
  5. From the menu that appears, select Copy Link Address.
  6. Back within the Incognito window, paste the copied shortcut into the address bar. (Note: Selecting F6 key will automatically highlight the address field in which to paste the copied shortcut.)
  7. Select Enter, to be taken to the login screen for QuickBooks Online Accountant.
  8. Log into QuickBooks Online Accountant.

In addition, here's an article you can read to learn more about accepting your client's account invitation: How to Troubleshoot an Error Message Received when Attempting to Accept an Accountant Invite?

 

Lastly, I'll be also including an article that'll help you with your future tasks in QuickBooks Online Accountant version: What are the Different Levels of Access for Firm Users?

 

If there's anything else that I can help you with, please let me know in the comment section below. I'll be sure to get back to you and always around ready to help.

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