Some of our employees have been unable to log in to the time portal in QBO Advanced after creating their password. Any ideas?

Hi there, janet77.

The most common display issues might be caused by too many cache files in the browser. This is the possible reason your employees are unable to log in to the time portal in QBO. 

To help fix this, I recommend letting them access the account using a private browser. It's a great way of isolating the issue since it doesn’t store data in the cache. Here are the following keyboard shortcuts:  

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

If they can log in successfully, I recommend clearing their regular browsers cache. It helps remove the stored cache files and gets a clean slate in the browser. If not, you can use other supported browsers.  

Keep me posted on how the steps work. I want to make sure this is taken care of.

That did not work. I spoke with several (about 5) experts yesterday. Got passed around from one to another. It looks like somewhere along the way someone did something that solved the problem for 2 of our employees, but I still have two that get the "Something's Not Right" Error. If you have any ideas I would be grateful. I was on the phone for hours yesterday. I would really rather not do that again if at all possible. 

This is not the experience we want you to feel, @janet77.

Since you're still unable to log in completely, I'd recommend contacting our Customer Care Support. I understand that you already reached them, however, they're the ones who can take a closer look and conduct further investigation to fix this login issue. Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

You can check out this article for our most updated contact information and scheduled hours: Support hours and types.

Additionally, let me also share this helpful article for the steps so you can keep your business information up-to-date: Update business and account information.

I'm just one click away if you need anything else in running your business in QBO. I'll be here to ensure your success. Have a great day ahead. 

I actually called again this morning and just got off the phone. The 3rd expert was able to send email invitations to the affected employees to re-set their password. For now that has done the trick. There seems to be no rhyme or reason as to why this has occured to these employees or why this solution is working. If anyone else has this problem, the solution was found with the QuickBooks Online help (Not time or t-sheets), and they need to be the ones to send a password re-set email invite. Unfortunately since we don't know why this solution worked, it may be a temporary fix. If it turns out to be temporary I will post an update.