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rseaman7
Level 1

User setup issue

 
7 Comments
IntuitLily
Moderator

User setup issue

Welcome aboard to the QuickBooks Community, @rseaman7.

 

It seems you're trying to add user access to QuickBooks Online. Did you get any error prompt during the setup process? If so, can you provide me with the details so I can help you further?

 

However, if you're seeing a user limit message, you can click this helpful link to learn more about what you need to do: How many users can I set up?

 

Additionally, only the Master Admin or any Admin users can add and edit a user's access in QBO. If you only have limited access, it'd be best to contact an Admin for help. You can learn more about the type of users here: User types in QuickBooks Online.

 

I'd like to include this article as well for more details: Add, delete, or change user access.

 

The Community has your back, so feel free to ask if you have follow-up questions and concerns. I'm happy to help. Have a great weekend!

rseaman7
Level 1

User setup issue

Hi IntuitLily,

I have added other users with success – no problem.

I have admin privileges for setting up new users.

However, it is just the one user that is not receiving the invitation email.

I have check the spam and trash folder for the invite. It is not there either. 

This email I am setting up in QBs does test good.  In that I am able to send and receive messages using different email programs such as Google email, Outlook, etc.  

QBs appears to have sent the invite, but it never gets received.

I have tried without success the following:

1). editing the company profile for email and website setup 

2). performing setting up user "in cognito" via VPN and through Google without

3). deleting and reentering the email several times and tried resending.

 

 

Thanks

Robert Seaman

GraceC
QuickBooks Team

User setup issue

Hello there, @rseaman7.

 

There are possible reasons why the users didn't receive an email invitation.

  • The email invitation might be in their junk email. 
  • In your Company settings, the company email address is incorrectly formatted.
  • The recipient's mail servers might be blocking the email.

In the meantime, you can have your user check their spam folder. If there's none, let's resend the invitation email.

 

Here's how to resend the user invitation:

  1. Click the Gear icon.
  2. Select Manage Users under Your Company.
  3. Locate the user you wish to re-invite.
  4. In the Action column.
  5. Hit Resend invite.

If you don't see the Resend invite option and the status shows as Active, It means the user already accepted your invitation.

 

For more detailed information, you can check out this article: What to do if invited users did not receive your email invitation.

 

Feel free to leave a post below if you have other questions. I'm here to help.

rseaman7
Level 1

User setup issue

I have tried all the suggestion and we still are not able to receive the invite for just this one email address. In addition to what was suggested I have also contacted the sip GoDaddy that hosts the email address and is also the service provider. Working with one of their technician we have ruled out them blocking the emails by running test. 

Sending the invite from QuickBooks for other emails as user names are successfully received. Only they one that uses the company email address is not.  We used different Browsers with QuickBooks in setting up this one user, and we tried using different email programs in receiving emails. None of the above have we had any success.

I will call QuickBooks again and ask if they can confirm the address on their end to see if it then can be established.

Jovychris_A
QuickBooks Team

User setup issue

I appreciate the details that you've provided us, @rseaman7.
 

They should get the email invitation and set up their user id (email address) and password once they have received it. Besides, the email invitation will expire after 24 hours.
 

Since you've rechecked the spelling of the email address and tried all the suggestions, it could be that you've reached the limit of adding users to QBO.
Reached the user limit

 

This way, I recommend upgrading your subscription by clicking the Add user under Manage user window and then select Add more users.



Before upgrading your subscription, please make sure to check this article for more details about the number of users per plan: How many users can I set up?.

 

You can also check these articles about adding a user to QBO: 

 

Please let me know let me know if you have further questions. I'm always here to help you. Take care!

rseaman7
Level 1

User setup issue

Thank you for your reply back.

We are within the number of 3 allowable users that we can register. Adding this would be the third email we can have registered with our QuickBooks Essential subscription.

I have privilege to receive and sent emails from the email account  that I have been trying to get registered as I have set it up in my Outlook email program.

As mentioned before, I can send and receive emails from this email address using outlook with no problems. 

I have tried several time in setting it up by trying, deleting, trying again etc. So proper spelling of the email address that I am trying to register is not the issue either.

I know that the isp provider is not blocking it. 

I know the invite is not in my spam or trash folder, not is it on the other computers that are using this email address.

It is an issue in that we are never receiving it from QuickBooks, and after exhausting all avenues elsewhere it is appearing to be more a QuickBooks issue.

I appreciate all the suggestions and I have tried to implement each as provided without success up to now.

Respectfully,

R.S.

 

AlexV
QuickBooks Team

User setup issue

I'll help you so your new user receives the email invitation, rseaman7.

 

Let your new user send an email to do_not_reply@intuit.com so that his/her email provider will recognize that the @intuit.com domain is a a trusted site. Some email provider has security settings which filters the emails. This could be the reason why your new user doesn't receive the invitation. It'd also be best to reach out to the email provider to evaluate this option. Once done, please resend the invitation and wait at least five minutes.

 

You can also let them add the same email address to their address book or contact list. You can check this guide on how to receive important email messages from Intuit. Then, depending on the email provider, you can follow the steps on how to add it.

 

If the same thing happens, please reach out to our Customer Support Team so this will be investigated.

  1. Go to Help and click Contact us.
  2. Enter Email Invitation in the question field, then select Let's talk.
  3. Choose either Start a message or Get a callback.

Please comment again and let me know if you need more help. I'll be happy to assist you.

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