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Level 1

Why my accountant can't sign in the account?

 
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Best answer March 19, 2019

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Moderator

Why my accountant can't sign in the account?

Let's have your accountant access your company file, leotzeng.

 

There are a few possible reasons why an accountant user can't access the client's file. It could be that:

  • The account is not yet added to the company file
  • The invitation email was not accepted yet
  • The accountant's login is damaged or corrupted
  • Browser-related issues

If you haven't done the first two scenarios above, then you can invite your accountant so they can access your file. If they're added but have troubles signing in, you can remove their access and reinvite them. Here's an article for the complete steps: How to manage an accountant user in QuickBooks Online.

 

If the same thing happens after following the steps in the article, then let's check if the issue is browser-related. To do this, please let your accountant log in to your file using a private browser. If they're able to access it there, then let them clear the browser's cache. You can also have them switch to another browser to do this task.

 

Stay in touch if you need anything else. I'll be around to help you further.

View solution in original post

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Highlighted
Moderator

Why my accountant can't sign in the account?

Let's have your accountant access your company file, leotzeng.

 

There are a few possible reasons why an accountant user can't access the client's file. It could be that:

  • The account is not yet added to the company file
  • The invitation email was not accepted yet
  • The accountant's login is damaged or corrupted
  • Browser-related issues

If you haven't done the first two scenarios above, then you can invite your accountant so they can access your file. If they're added but have troubles signing in, you can remove their access and reinvite them. Here's an article for the complete steps: How to manage an accountant user in QuickBooks Online.

 

If the same thing happens after following the steps in the article, then let's check if the issue is browser-related. To do this, please let your accountant log in to your file using a private browser. If they're able to access it there, then let them clear the browser's cache. You can also have them switch to another browser to do this task.

 

Stay in touch if you need anything else. I'll be around to help you further.

View solution in original post

Highlighted
Level 1

Why my accountant can't sign in the account?

Help!

Highlighted
QuickBooks Team

Why my accountant can't sign in the account?

Thanks for joining this conversation, @Serg123456.

 

I want to make sure this gets taken care of for you. I just need some more details about the issue. What specific help in QuickBooks Online do you need?

 

Once I have the details, I'll be glad to look into it for you. Looking forward to your response.

 

 

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QuickBooks Team

Why my accountant can't sign in the account?

How are you, @Serg123456?

 

I hope you're able to get the help you needed. In case you have other concern or questions about QBO, I'm still here to offer my assistance.

 

Meanwhile, I'm adding here some important links for QBO updates and tutorials.

Take care always!

Highlighted
Level 1

Why my accountant can't sign in the account?

Hi,

I still have a problem with the re-invitation!! QBO automatically changes the emailaddress from my accountant by adding a number to it! Why?

Highlighted
QuickBooks Team

Why my accountant can't sign in the account?

Hello there, laushnera20.

 

A browser related-issue might have caused the unexpected behavior of the accountant's information. We can verify that by logging in to QuickBooks Online using a private browser. Then, look into the accountant's user invitation details and resend the invite again.

 

If this works as expected, you can go back to the main browser and clear the cache. You can also use other browsers like Google Chrome, Internet Explorer, or Mozilla Firefox to isolate unusual behavior.

 

Here's an article that you might also want to use in giving accountant access: Invite or remove an accountant.

 

Keep me posted on how this works. I'll be here to keep an eye on your reply and will surely help you through it. Take care!

Highlighted
Level 1

Why my accountant can't sign in the account?

i'm sorry, but it didn't work! You sent me a confirmation-email for the re-invitation and the emailaddress that showed up was a different one than this I used...I'm confused! Please bring this in order,I don't get it. I followed your instructions but nothing helped. Attached is the email your system sent me...

Screenshot Edited by Moderator

Highlighted
QuickBooks Team

Why my accountant can't sign in the account?

Thanks for performing the steps provided by my colleague above, @laushnera20.

 

Since you're still encountering the same issue after performing the basic troubleshooting steps, I recommend reaching out to customer support. They have the special tools to help conduct a deeper investigation of what's causing this behavior.

 

Let me provide you steps on how you can reach out with them. Here's how:

 

  1. Click Help (?) at the top right.
  2. Select Contact Us.
  3. Enter your concern in the description, then click Let's talk.
  4. Choose either Start messaging or Get a callback.

 

To ensure we address your concern on time, check out our support hours.

 

Also, our articles might have something that can help you with your QuickBooks concerns, too. Just click this link and make sure that the topic is set as "QuickBooks Online."

 

In addition, we've deleted the screenshot that you've provided. Since QuickBooks Community is a public forum, we need to delete personal details such as phone number and email address to protect our customer's information.

 

Don't hesitate to tag my name in the comment section below if you have other concerns or questions. I'm always ready to help.

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