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.

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.

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. 

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.

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?

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.

I have had issues with my macbook, I can login online to my account, but can not use the payroll section of Quickbooks online... It is included in my monthly payments too. It's been since january of 2023 this year and no solution from customer support. And today I can not log in online at all on my macbook...not very useful or practical because I have to do certain things for my client when I am at my other job...any suggestions...very disappointing to pay for something that does not work half the time.

Thanks for reaching out to the Community, JGagne23.

I would love to help you, but I just need some information about your concern. Could you please provide more details regarding the outcome after entering your login credentials? Did you receive any error messages?

Any additional info or a screenshot of the interface will be greatly appreciated. Looking forward to your reply. Have a good one!

We too are having problems logging on with our 3 macs - it was all working fine until recently but now the login process stops before completing yet nothing has changed here.  Our Windows computers work fine which suggests this is not a network issue here.  We have checked against the system requirements for Mac OS and browser (Chrome/Safari & Firefox) - all fine but unable to login.  We have done the usual clear cache/history but no use.

Did you get anywhere with your mac being unable to login because QB support don't seem to be able or willing to investigate, the two staff I spoke to lacked any skills in troubleshooting.

Thanks for joining this thread, Colin_S. I appreciate your detailed information.

Since you're performed the necessary browser troubleshooting and confirmed you meet each of our system requirements, I'd recommend continuing to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research with you, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

If there's any questions, I'm just a post away. Have a great day!