QB Online Admin Lock Out

Hi there, @BFK.

Thank you for taking the time to post in the Community. Let me share some updates about the issue you're having when logging in to your QuickBooks account.

Our Product Engineers received similar reports from other users experiencing the same behavior when accessing QuickBooks Online. At this moment, we aren't able to give a specific timeframe for the fix.
 
Rest assured, cases like this are taken with urgency and high regard. I recommend contacting our QuickBooks Online Support Team again so they can add you to our list of affected users. This way, you can receive live email updates about this issue.

Here's how you can contact them:

1. Go to the Help icon at the top.
2. Click the Contact Us link.
3. This will open another window where you can enter the issue/topic.
4. Once done, click on the Let’s talk button to view the support information.
5. Choose how you want to contact our QBO Care Team: Start messaging or Get a callback.

If you need tips and related articles in managing your account, you can check out our QuickBooks Community help website. 

Drop me a comment below if there's anything else I can help you. Take care.

Starting in July 2023. This same issue is happening again. Six phone calls, multiple unsuccessful (and mostly misguided) attempts to correct the problem have failed. The only solution that worked was to change company ownership (we're a S-Corp) to the SAME owner, providing articles of incorporation, and that fixed the problem for 24 hours. The timing by chance worked out so that we could run payroll. But they couldn't guarantee that fix would time the same way next time or that it would work again.

We're unable to do anything, data entry, reconcile, run and report payroll, access sales tax information...

No timeline has been given. The only idea I can think of is to try the 24-hour fix one more time, export information, and switch software companies before I start running into legal problems with government agencies and having to write manual paycheck advances.

So since this was an issue from 3 years ago...how did it resolve? And why is it happening again?

The last customer service person said this was a global issue, happening in many other countries, not just the US.

I have been trying for days to get access to my online account.  Despite a number of calls and the same 'fixes' they finally give up and go with 'you need to recover your account' So 2 'support' people having me submit my drivers license for account recovery but I still can not access my QBO.  I can't do any client work.  I keep being told that if I submit the recovery request I will be able to reset my password. I received emails that my account recovery request will be approved and [email address removed]  will send me an email to reset my password.  Have never received an email from the above support email address, it's like it's in limbo.  Since all of the process is automated it should be an easy fix.  They have all my info.  

I can't even use my primary account to log in here!

I've used Intuit products since 1996 and their support service has steadily declined.  I I can't find anyone that knows what they are doing.  When a support person uses Glance to get into my computer and then they have to be texting with their 'team' (which to me means someone higher up the food chain) then I know they have no clue how to fix the problem.  

Their customer support is horrible. As a business person I have lost hours and hours of time to try to fix this and I can't even provide service to any of my online clients.  I'm grateful I never signed up for payroll services for any of my payroll clients as I couldn't help them.  

Thanks for getting invoved with this thread, roamingcpa.

If you forgot your user ID or password, but still have access to the phone or email on file, you can still access your account through the sign-in help page.

Here's how:
 

1. Go to our sign-in help page.
2. Enter your phone number, email address, or user ID for the account.
3. If you entered a phone or email, Intuit will send a text or email with a verification code. In the event you entered a user ID, choose which method you'd prefer.
4. Enter your verification code, or follow the instructions in your message. Intuit may ask you for more information to confirm you're the owner of the account.
5. When prompted, reset your password, or select Skip.

Once you're back in the account, you can change your email, phone number, and/or password. If you haven't already, Intuit recommends adding a phone number to the account so you can receive verification codes for future sign in attempts.

If you've lost or forgot your user ID and password, and no longer have access to the phone number or email address on file, you'll need to use our account recovery form.

When submitting proof of identity, you'll want to provide a high-quality photo or scan of your driver's license, state ID, passport, or a notarized document. You'll receive an email from Intuit with the next steps within one business day. The day of submission doesn't count in this timeframe.

In the event you've already submitted an account recovery request, but haven't seen any emails from Intuit after a full business day has passed, there's some things you'll want to check/try:
 

• Check your jump mail or spam folder to see if the email went there.
• Check all email addresses you may've used to sign up for your account.
• Try unblocking or adding Do_not_reply@intuit.com as an approved sender.

If you still aren't finding an email about the request you submitted, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment and review the status of your request with you.

I'll be here to help if there's any questions. Have an awesome Wednesday!

I have done all of the above a number of times, have even received these same instructions by email.  Even had several calls & Glance access with 'support' staff, with them doing the same steps and they can't get any of it to work either.  That is why they had me do the recovery, twice.  I have checked my 'junk' mail & 'spam' folder and there is nothing there.  If you read my post it says I received confirmation that the recovery was approved and I would receive any email to update my password from 'support at intuit' not from the 'do not reply' email but I never have received it from any of my email accounts.  Customer Care Team hasn't been able to help me either.  I was on the phone with them for over 4 hours on Monday and then through a chat window yesterday for about 2 hours.  Yesterday's chat person said that the original recovery request was filed under the wrong company ID# (but I never got an email to fix that one even though I received a confirmation it had been approved!) so she resubmitted under my current one that I can't log into.  I received a confirmation that the recovery had been approved but after almost 24 hours I still have not received any email from support giving me a link to reset my password.

Hi there, roamingcpa. This isn't what I want you to experience. I know you're putting so much effort and time to get a resolution to your concern.

I understand you've already contacted our Customer Care Team, however, I recommend reaching them again. Our representatives have tools that can access your account and provide fixes immediately. Reaching out to them can also trigger a further investigation into this matter.

If you have any further inquiries or issues, please don't hesitate to reach out in the Community. Our team is available and ready to assist you.

Hello there, PK2023. Know that this is not the experience we want you to have while utilizing the service.

I am here to inform you that we already asked our engineers to look into this issue regarding the missing Primary Admin in QuickBooks Online. We appreciate your patience as we continue to investigate this. In the meantime, you can request a Primary Admin Claim by following the steps in this knowledge base article: Request to be the primary admin or contact.

I'll leave you these articles for future purposes:

• Change the primary admin user in QuickBooks Online.
• How to add and manage users in QuickBooks Online.

Feel free to post here again if you have further QuickBooks-related concerns. We are available 24/7 to lend a hand with each of your queries. Stay safe!

Hi, I also am locked out. Actually,  there is a note that pops up saying I have no clients under my user ID.  I called customer care and initiated an account recovery.  However,  I have NOT received any emails since regarding this fix.  In the meantime,  I have clients needing their payroll taxes paid.  Now they are late.  I also have urgent need to work on my QBO clients. 

Hello there, BLBA.

I can see how this situation makes it a challenge for you to manage your clients' accounts or perform other accounting activities. Let me help and ensure that your concern is addressed as soon as possible by the right support channel.

I know that you already reached out to our QuickBooks Online (QBO) Care Team regarding this issue. Since account-related concerns require special handling, I still recommend contacting them again.

Make sure to provide the case number from your previous call. Our specialists will review the support notes and continue performing the troubleshooting steps where they left off. Then, guide you through the process of implementing the permanent resolution. 

To obtain the contact information: 

1. In your company, navigate to the Help icon in the upper right to open the support window.
2. Head to the Assistant tab and enter a brief description of your concern in the field box.
3. Press the Get help from a human link to see more options.
4. In the How would you like to connect with us? section, select Chat to initiate a conversation and Callback to speak with an agent.

Also, they're available from Monday-Friday 6:00 AM to 6:00 PM PT, and Saturday 6:00 AM to 3:00 PM PT (Plus, Essentials, Simple Start ). QBO Advanced users can get in touch at any time and any day.

In case you forgot your user ID and password or lost the account, you can follow the solutions in this article to fix them: Recover your Intuit Account.

Furthermore, these links contain topics about account management, and changing sign-in information:

• Login and password
• Update or change your Intuit Account sign-in information

Reach out to me again if you have clarifications or concerns about accessing your QBO account. I'll get back to help you the best that I can.