What to do if you can't accept client invites in QuickBooks Online Accountant

Learn what to do if a client invites you to become their accountant, but you can't connect.

Clients can invite you to become their accountant. This connects their QuickBooks Online company file to your firm so you can review and make edits to their books.

This article provides troubleshooting steps if you can’t accept their invite or if you don’t see your firm in their invite.

If you can't accept their invite or connect their company files

Step 1: Check your sign-in info

If you already have a QuickBooks Online Accountant firm, make sure your client sent the invite to the correct email address. It should be the one tied to the user ID you use to sign in.

1. Open the invite email.
2. Select Accept Invitation.
3. Sign in with your existing user ID and password.

Note: If your client's account is not active, you won’t be able to accept their invite or connect their company files.

Step 2: Check for web browser issues

If you have other QuickBooks companies open in browser windows or tabs, sign out of them, then try to accept your client's invite again.

If you still can't connect, there may be a web browser issue. Open the invite manually:

1. Open the invite email.
2. Right-click the Accept Invitation link and copy the web address.
3. Open a new private web browser. In Google Chrome, this is called an Incognito window. For other browsers, it's a Private window or Private browser.
4. Right-click the address bar and paste the copied web address.

This opens the sign-in page manually. Enter the user ID and password you use for your QuickBooks Online Accountant firm.

Step 3: Ask your client to cancel the invite

If you are unable to successfully accept the invite using Step 1: Check your sign-in info or Step 2: Check web browser issues, check the invitation date.

Client invites expire after 30 days. If the invite was sent close to or over 30 days ago, don't ask your client to resend the invite. Instead, ask them to follow these steps to delete the original invite:

1. Sign in to QuickBooks Online as a primary admin.
2. Go to Settings ⚙ and select Manage users.
3. Select the Accounting Firms tab.
4. Look for your accountant firm.
5. From the Action column, select the dropdown ▼, then select Delete.
6. Select Delete to confirm.

Note:

• If they see any duplicate invites, ask them to delete those too.
• Ask them to make sure that the account has not reached its usage limit for accountant users.

Now they can send you a new invite. If necessary, follow Step 2: Check web browser issues again to accept your client's invite.

If you don’t see your firm listed

1. Check sign in: Make sure you’re signed in to the account you want to add the client to.
2. Confirm access: Contact your firm admin to ensure you’ve been added as a member of the account in QuickBooks Online Accountant or Intuit Accountant Suite. You can only accept client invites if you’re a member of that account.
3. Create an account: If you still don’t see your firm listed, you may need to create a QuickBooks Online Accountant or Intuit Accountant Suite account.