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How come it is asking me to subscribe when I have been a subscriber for 6 years? How come I cannot access my account?

 
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QuickBooks Team

How come it is asking me to subscribe when I have been a subscriber for 6 years? How come I cannot access my account?

Hi there, @kim95.

 

You've got me here to help you get past this hurdle. When accessing your account, you'll need to make sure that the login credentials used are correct. Incorrect login information may lead to the issue that you've encountered.

 

Once verified and the issue persists, I recommend accessing your account using a private browser. This a special mode where the browser doesn't record the browsing activity on the local device, so no trace will be left on the computer.

 

Web-based platforms like QuickBooks Self-Employed collect cache files (cookies) to save you time when loading repetitive data, but too much can cause odd behavior like being unable to access your account or prompted to subscribe.

 

Here's how:

  • Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox or Internet Explorer).
  • Control + Option + P (Safari).

If you can no get in to your account,  go back to your regular browser and clear the cache to free up the storage space.

 

If doing this doesn't make a difference, I suggest getting in touch with our Customer Care Team. They have the tools to check on the current status of your account and verify the root cause of this problem.

 

The best way to reach our support team is to sign in to your account and tap on the Assistant option at the top.

 

Once done, type in "Talk to a human" and send it. Just follow the instructions that will prompt afterward.

Please see the screenshot and link below for your reference:

qbse contact.PNG

You may also see this link attached for more information about how to contact the QuickBooks Self-Employed Support.

 

I'm also adding here some resources about resetting your credentials and updating the billing information in QBSE in case you need it in the future:

Know that I'm always here to help if you need anything else. Have a good one!

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