Question

Not receiving text message with code to add user

Forum|Forum|3 years ago
November 15, 2022
1 reply
15 views

I just purchased Quickbooks Online a few days ago. I'm trying to add my accountant as a user. I get a popup saying I need a code, and asking if I want a text or call. If I choose text, I get a popup asking me to enter the code that was texted to my phone. But I never receive the code. The last four digits of the phone number that they show are correct. The same thing happens if I select receive a call instead. I never get the call. I can't find a way around this.

QuickBooks Online

M

Mark_R

Moderator

Thank you for trusting QuickBooks with your accounting needs, @JRWatSIA.

I want to ensure you'll receive a verification code so you can add your accountant to your QuickBooks Online (QBO) account.

One of the possible reasons why you haven't received a verification code through text or call is that the phone number entered into your Intuit account was incorrect. Though you see the correct last four digits of your phone number upon requesting the code, the rest of the number may be wrong.

To verify this, I encourage logging in to your Intuit account and going to the Sign In & Security section. From there, check the phone number being registered. Here's how:

Sign in to your Intuit account.
Click Sign In & Security from the left menu.
Make sure your phone number is correct under the Phone section.

If it's incorrect, change the phone number by clicking the Verify link. Then, enter your Password in the field and click Save when done.

However, if you've set the correct number, I suggest logging in to your QBO account using a private browser. Then, invite your accountant again and verify if you can receive a verification code. This is to rule out the possibility of a webpage issue. To open a private browser, press this shortcut key on your keyboard:

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

If this works, they need to clear the browser's cache so the system can start fresh. If they get the same result while using a private browser, I recommend switching to a different one.

Come back to this post and let me know how it goes, @JRWatSIA. I'll be around to provide further assistance.

You may want to learn more about managing users in QuickBooks Online. This will help you customize each role and provide individual permissions for specific tasks.

Wishing you all the best!

I

info-synergia-ps

what if still not working, and not receiving the code on a text message or any messages

M

MadelynC

Moderator

I'm on the QBO global account, not USA.

Thanks for clarifying things out, info. Let me chime in and share information to ensure you'll receive a verification code and be able to add an accountant to your QuickBooks Online (QBO) global account.

If the resolution provided by Mark_R is still not working (Making sure the phone number listed under Sign In & Security is correct and performing browser troubleshooting steps), then it would be best to contact our support team for further assistance. Our representatives can thoroughly investigate the issue and find more solutions to this.

Refer to the "How and when to contact QuickBooks Online support" link to learn about our operating hours. Then, you can follow the steps below to connect with us:

Sign in to your QuickBooks Online account.
Go to the Help (?) menu.
Select the Search tab, then click Contact Us.
Enter your brief concern in the field.
Tap Continue.
Click Start a chat.

Here are some resources you can read to get more insight and tips about managing your account information, such as updating company details and credentials:

If you have other concerns besides not receiving text codes or messages, please keep me posted right away. I’ll be here ready to help you.

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