Deactivated Quickbooks Account

Thanks for getting this to our attention, @Dukeriley,

Have you tried opening your account in a private browser and check if the error is showing there? The private window will not save any history making it a good place to identify browser problems. To start incognito mode, use these keyboard shortcuts:

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

If the alert isn't showing when in Incognito mode, clear the browser's cache. This will help delete the history of the browser, so you can start in a clean slate. 

Otherwise, if the error persists, I highly recommend getting in touch with our Support Team again. They can check whether there is an ongoing issue or your account is on security hold.

I'll be adding again the steps to contact us to help other users like you. Here's the process:

1. Go to the Help menu then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
   
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
   
6. Enter you account contact information then press Get a chat.
   
7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

If you have the case ID from the previous call, provide it to the agent you will be talking to. Also, you can request for a viewing session so they can remotely see the error on your computer for documentation. Just in case they need to escalate this to our engineers.

Please update me on how this goes. I want to make sure this is taken care of. I'll be right here if you need further help with anything in QuickBooks. 

Jen, 

I tried the incognito mode and clearing the cache, neither of which helped.  The rest of the stuff you showed me isn't available because I can't log into my account!  I will get a hold of someone today, because if don't get a account reestablished soon, I will be late filing my reports with several state regulatory agencies.  If that happens, I won't be a Quickbooks customer anymore.

We lost all our 2020 invoices on Monday March 1 right about noon. They say that we deleted them all but we didn't. And they won't restore any of our data because we don't have the $75 per month plan that has backup and restore.

Someone in Virginia has been logging into our account, like 6 pages of logins in the audit log. I am in NYC.

Anyone thinking of using QBO, think twice. Your data isn't safe, it isn't being backed up and you can lose everything... and for that luxury, they make you reenter everything instead of helping.

The worst customer service of any "company" I've ever dealt with.

Completey Agree.

Exact same thing happened to me. Going on 4 days now trying to get access back to my account.

HORRIBLE Customer Service is not 24/7 and this is critical. There should be someone there to immediately restore service on a fraud alert instead of just keeping company on lockdown.

If my business cant use the bookkeeping software for over 3 days then they are not an asset to my company. If my service is not restored by tomorrow, I will be moving all of my stuff somewhere besides Quickbooks Online.  Think twice before using this service,  When it works it is nice to be able to log in from anywhere and do the payroll etc. but when this happens it costs way more headache than the convenience of it working properly before.

This is a terrible business model for helping a small business try and succeed when your bookkeeping software is causing the problems.

Same thing happened to me. 

This isn't what I want you to experience with QuickBooks, Hope220. Let me keep it up to you by making sure this gets fixed.

Before providing any resolution, I'll be asking for more details about the issue you're experiencing. This way, I'll be able to provide accurate steps to resolve this. Adding a screenshot would be a great help too.

In case you're unable to access your QuickBooks Online account, I'd recommend logging in via a private window. This helps us determine if this is a browser-related issue. You can follow the steps shared by my colleague, Jen_D.

If you're referring to something else, please let me know.
I hope you can respond to me on this thread so we can work on your concern together. Please know I'm ready to assist further. Have a good one.

The same thing has happened to me. 5 calls to customer service. Each one keeps me on the phone for an hour to try something that does not work. At the request of one agent, I've created a new account with the idea that Intuit could migrate data between accounts. Today the new person says that cannot be done. I could recreate the financial data from the bank records, though it would take a lot of time. But, I've used the app to track miles and I have thousands of miles of expenses and trips that I can't recreate because I used the app.

What I don't understand is that the rep can see my old account just fine. At their request, I sent in a picture of my driver's license and the security team denied the request to provide access because they can't find my username and email address??? The support rep can find it, it's on my billing statement, and it's on my app showing I last logged in a few days ago. It baffles me that there is no process to unlock this account that support can see.

Hello, isthisarealcompany.

Thank you for informing us of your concern about the account deactivation. I know you've contacted our support multiple times and submitted the additional document to get your account active again.

There are factors that your account will be deactivated such as by request of the customer who owns it or could be unused for an extended time. But I don't understand why your request has been denied and they can see your account is just fine.

I have requested someone to review your case and reach out to you shortly since we're unable to pull up any accounts here in the Community space. I recommend checking your email or your Community profile from time to time to see their recommendations.

If you need anything else, don't hesitate to post again. We're here to help you. Stay safe.

Thanks Giovann.

I've also reached out to Alex Chris, EVP of the Self Employed Group, Mark Notarainni, Chief Customer Success Officer, and just for good measure, Sasan Goodarzi, CEO. And have posted of my experience on Reddit. I can't understand why I need to go through such lengths for something like this.

Thank you.

Same problem as everyone else:

• Tried to log in, account has been deactivated
• Not notified in any way
• Spent the past four days (2+ hours on the phone each day) with support
• Support says account is fine, active w/ paid subscription, etc
• Have fed/state reporting and payroll to run ASAP

It's obvious in speaking with tech support that they do not have the information, tools, or resources to be able to field this issue.
The bit of information I've been able to gather seems to suggest our issue may in part be due to a problem with the email that Quickbooks sends to employees to be able to view their tax / pay stub info online, where their workforce accounts were getting incorrectly commingled with our corporate account?

Here it is Thursday afternoon with two hours left to run payroll, and still no access to our corporate data.
This was my greatest fear in switching from Quickbooks Desktop to Quickbooks Online, that we have no control over the software running on our equipment, and we have no access to our data if anything goes wrong. 

I see where you're coming from, @A_Smith. 

Please know that we appreciate the time and effort you exerted working with our support team to resolve your account deactivation concern.

I've already reported your issue, and rest assured that someone from our Tier 2 team will take a look at your case and will be reaching out with the next steps once they've fully reviewed your account.

We appreciate your patience regarding this matter. In the meantime, if any other questions came up, we are always here to help in the Community.

Same thing is happening to me right now. Customer help is non existent. I just signed up a week ago and now this. I will be canceling because I can’t even get into my account! What a joke!

This happened to me yesterday. I was working fine in my account all morning. Left to go to my husbands dr.’s appt and came home around 5:00 and tried to login to my quickbooks online app on my phone and it says my account cannot be found. Tried going into the office and logging in from my laptop, same error, my account cannot be found. I cannot login to my quickbooks time app either to check my employees timesheets. I have been on the phone with 5 different tech supports with no solution. So now I have no access to process my employees payroll or even all of our tax filing info. If they are not willing to help then why am I paying $440 a month for this service? My only solution now is to get legal involved so I can get all of my employees as well as our company tax information so I can start over elsewhere. I’ve had my subscription since June of 2019 with no issues and now that I completely rely on this account to run my business this happens and I’m completely left in the dark!

Hi there,

I can see the urgency of being able to log in to your QuickBooks Online (QBO) account.

Please know that we are submitting a request to have our Next Level Help team review what you're experiencing and recent support cases. And you should hear back from them within 1-2 business days.

If anything else comes up in the meantime, feel free to reach out in the Community. We're here to help.

i am facing the issue, my account is deactivated without intimation and i cannot reach the support without logging in? Ineed to access the information ASAP and this service by QuickBooks is absolutely dissapointing  

Hi there, @nischalareddy26. Having no hint that your account is being deactivated is challenging, and we understand how you feel about it. Let me share info on how you can connect to our live support without the need to log into your QBO account.

This link will route you to the public customer chat app: Get help if you can't sign in to your account. 

Before clicking the link, take note of the support hours availability. For Plus, Essentials, Simple Start M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT
Advanced, any time, any day.

Moreover, once you can access your account, you can use these articles to help you manage it:

• Update or change your Intuit account sign-in information.
• Edit company setting in QuickBooks Online.

We're glad you chose the Community to raise your concern, @nischalareddy26. If you have more questions about activating your account, never hesitate to come back here. We'll be happy to lend a hand. Take care always.