cancel
Showing results for 
Search instead for 
Did you mean: 
Judyknits
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Working remotely but computer attached to the subscription has corrupt Internet Explorer. Trying to contact via my personal email. I've worked hours on this.
Solved
Best answer March 30, 2020

Best Answers
Michael K
Moderator

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Hey there, @Judyknits. Thanks for getting back to us.

 

I recommend getting in touch with our Support Team. If you're unable to do this through the normal in-product method, you can follow the below steps to get in touch.

 

  1. Head over to our Contact Us page and choose QuickBooks Desktop.
  2. On the following screen, click Continue as a guest.
  3. Now select the Pro or Premier option.
  4. Under the “What can we help you with?” section, hit Search for something else, then in the text box that appears, enter Activation Code. Click Search.
  5. Scroll down a bit and you should see the Message Us option. Click Start a Message.
  6. Now all you have to do is fill out the details of your chat and someone will be connected with you as soon as possible.

 

Just a heads up, due to the growing impact of the COVID 19 situation, we are currently experiencing staffing challenges. We recommend using the Message Us option for faster assistance. If you have any other questions for me, don’t hesitate to reach back out. I’m here to ensure we get you taken care of. Hope you have a safe week ahead.

View solution in original post

13 Comments
IamjuViel
QuickBooks Team

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

I appreciate the complete details you've provided, @Judyknits.

 

You can log in to Customer Account Management Portal Site (CAMPS) and update your email address and phone. 

  1. Sign in as the admin user. If you can’t do this, contact the person at your company who has admin access.
  2. Go to Company and select Set Up Users and Passwords. Then select Set Up Users.
  3. If prompted, enter the admin password again.
  4. In the User List, select the user that needs a password change. Then select Edit User.
  5. Enter a new password.
  6. Select Next twice, then select Finish.
  7. If the user now needs to sign in on this computer, go to the File menu and select Close Company/Logoff. The user can now sign in with their user name and the new password you just created.

You can check these articles for additional reference:

Please don't hesitate to add a comment below if you have any other questions.

Judyknits
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Thought I had responded.  Sorry if this is a duplicate.

 

I don't have problems signing into QuickBooks Desktop.  I went to CAMPS and made sure everything, including my credit card were current (not expired).  It shows payroll is active and being billed.  When I sign into QuickBooks it shows me I need to reactivate my payroll subscription.  When I attempt to do this it doesn't recognize my password/ email combination.  I have changed the password at least 5 or 6 times and get to the next step and it doesn't think the password/email are correct.  It seems like it needs a reset from QuickBooks.  I just hope I can process payroll.  

Michael K
Moderator

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Hey there, @Judyknits. Thanks for getting back to us.

 

I recommend getting in touch with our Support Team. If you're unable to do this through the normal in-product method, you can follow the below steps to get in touch.

 

  1. Head over to our Contact Us page and choose QuickBooks Desktop.
  2. On the following screen, click Continue as a guest.
  3. Now select the Pro or Premier option.
  4. Under the “What can we help you with?” section, hit Search for something else, then in the text box that appears, enter Activation Code. Click Search.
  5. Scroll down a bit and you should see the Message Us option. Click Start a Message.
  6. Now all you have to do is fill out the details of your chat and someone will be connected with you as soon as possible.

 

Just a heads up, due to the growing impact of the COVID 19 situation, we are currently experiencing staffing challenges. We recommend using the Message Us option for faster assistance. If you have any other questions for me, don’t hesitate to reach back out. I’m here to ensure we get you taken care of. Hope you have a safe week ahead.

View solution in original post

Judyknits
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Thanks Michael.  I followed your instructions and managed to chat with someone almost immediately.  I took 4 hours to resolve, largely due to slowed times since working remotely.  I appreciate your directions for how to contact them.

BayLady
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

How was your problem resolved?  When I go to payroll services and select "account/billing information"  I get a spinning circle that goes on and on... This happened after talking to support and trying to fix the issue you had of saying phone number, etc doesn't match. I'm trying to change my bank info for payroll and am stuck.

OkLaw21
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

I had the same problem of when trying to sign in, I can sign into my Intuit account, but when I choose my name from the list provided, it takes me to a screen to enter the email & phone number (that's supposed to match the name I chose) but it says no....  I've tried very combination I know & even messaged QB & told them my issues & they told me they thought I was using the correct ones.  I still can't get in to change my credit card info in Payroll!  I feel your pain!!  Contact Intuit/QB is so hard & takes so much time to get it figured out.  Frustrating!!!!!

Beckiep
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Happening to me right now and yes, very frustrating!  

tlaratonda
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Payroll payment and primary name

JonpriL
Moderator

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Hello @tlaratonda,

 

Before we can accomplish your goal for today, can you tell more of the reply you posted in this thread? Have you been unable to update your billing information for your payroll subscription or is it something else?

 

Hope to hear from you soon. Be well and stay safe!

JC4411
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Agreed! Same thing happening to me! I need to change credit card info/email and can not!! I went through the contact us chat 6 TIMES...no one could help. They just kept giving me a new chat link with no resolution. The customer service with this program is the worst I have ever dealt with....ever 

paul wanzer
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

can i get some help?

Rea_M
QuickBooks Team

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Welcome and thanks for joining us here in the Community, @paul wanzer.

 

I'd like to make sure we're on the same page so I can give you the right amount of information. Before we can accomplish your goal for today, can you tell me more about what specific help you need?  Any additional details will help me provide accurate data and resolutions as soon as possible.

 

In the meantime, I'm adding this article to help you in completing any tasks you have with QuickBooks: Help Articles.

 

Keep me updated in the comments. Hope to hear from you soon. Take care and stay safe! 

Judyknits
Level 1

Can't reactivate payroll. I sign in to Intuit. As I choose my name it tells me email & phone don't match the name. Contact Quickbooks, but I can't contact them.

Sorry for the delay in sharing the solution.  Apparently there is/was a known issue that happens sometimes when payroll renews annually.  When I had this issue, it was so difficult to find anyone to talk to and it was something they needed to walk me through.  Someone from the Philippines helped me and it took a really long time especially since I was working remotely, but they were very patient and the problem was resolved.

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us