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Level 1

Resetting QuickBooks Password & Getting Error message..... :/

QuickBooks keeps telling me I need to change the Admin Password, which is fine however it WON'T let me!! Every time I enter the old password & put in a new password I keep getting a message saying "The old password you entered does not match your existing password". I know I put in the correct password & yes I have checked to make sure I didn't have cap locks on. How can I bypass this or fix this? I have already tried downloading the password reset but of course that still did nothing.... I'm at my wits end. Please help! 

Solved
Best answer 12-10-2018

Best Answers
Moderator

I appreciate you checking out Community, JoPeach. Since...

I appreciate you checking out the Community, JoPeach.

Since you're still getting an error after trying to reset your Admin password, I'd suggest contacting our Technical Lead to further assist you. They have more tools to help you with the process of changing your password. You can get their contact information in this link:

https://help.quickbooks.intuit.com/en_US/contact

  1. Choose your QuickBooks Desktop version.
  2. Select your issue/topic.
  3. Click the Green phone button to see the support number.

If you have any other questions, be sure to let us know. We’re here to help, JoPeach.

View solution in original post

21 Comments
Moderator

I appreciate you checking out Community, JoPeach. Since...

I appreciate you checking out the Community, JoPeach.

Since you're still getting an error after trying to reset your Admin password, I'd suggest contacting our Technical Lead to further assist you. They have more tools to help you with the process of changing your password. You can get their contact information in this link:

https://help.quickbooks.intuit.com/en_US/contact

  1. Choose your QuickBooks Desktop version.
  2. Select your issue/topic.
  3. Click the Green phone button to see the support number.

If you have any other questions, be sure to let us know. We’re here to help, JoPeach.

View solution in original post

Level 1

You will have to disconnect from your fire wall and inter...

You will have to disconnect from your fire wall and internet and then it should let you. This is what happened to me and after doing that it worked for me. Hope this helps.
Level 1

Re: Resetting QuickBooks Password & Getting Error message..... :/

what?

I need to change my quickbook password. I kept entering the wrong one.

 

QuickBooks Team

Re: Resetting QuickBooks Password & Getting Error message..... :/

Hi there, @Micnolen2003.

 

I'd be glad to help change your QuickBooks password.

 

If you're trying to change the admin password, you need to confirm some information as a security step.

 

  1. Open QuickBooks Desktop (QBDT). AT the login window, click the I forgot my password link.
  2. Fill in the information on the form that appears.
  3. Click OK. If the info you entered is correct, you’ll receive a code at your registered email address. (This is your “primary email” listed in CAMPS)
  4. Get the code from your email and enter back in QuickBooks Desktop. QuickBooks will then guide you through creating a new admin password.

If the password reset doesn't work:

 

  1. Double-check the information you entered. Check carefully for typos and confirm the info exactly matches what you have in CAMPS.
  2. If you got an error or still need help resetting your password, try the Automated Password Reset Tool.

If you're trying to change a user password:

 

  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 about changing and resetting password in QuickBooks. I'll be right here to help you!

Level 1

Re: I appreciate you checking out Community, JoPeach. Since...

Trying to restore a QBB file from a MAC.  Programs won't let in sign in even though I use the same password as ehn I saved the file.  Went to forgot password 3 times and each time the same thing.  I get the code, enter it and then enter a new password.  When I sign in, I get a message that's it's wrong.

 

I tried it on Premium 2018 and 2019

QuickBooks Team

Re: I appreciate you checking out Community, JoPeach. Since...

Thanks for getting back to us, Jeff Berk.

 

We want to make sure you're able to sign in to your account. Please reach out to our Phone Support Team by following the steps provided by JaneD. They have more resources available to investigate this issue further.

 

You can always visit us here in the Community if you have other QuickBooks concerns. 

 

 

 

mox
Level 2

Re: I appreciate you checking out Community, JoPeach. Since...

thanks JaneD. problem is I'm still running 2016, did just order the update to 2019.

I just tried to open another company file it told me my password was incorrect, Again.  For the past two days, I’ve needed to redo my password every time I open a file as it always says my password is incorrect. This time this notice appeared and I can’t continue.” we’re having trouble changing your password… you rest the Admin password using this QuickBooks license recently”    How do I now get in? how do I run quickbooks without a password?

mox
Level 2

Re: I appreciate you checking out Community, JoPeach. Since...

Help me to understand passwords. there is an Admin password. does this password let you open any company file? I have multiple company files , yes I don't know what I'm doing. I only have 1 company but thought it might be good to have files for different years . do all company files need individual passwords?

 is that my problem?

QuickBooks Team

Re: I appreciate you checking out Community, JoPeach. Since...

Hello there, mox.

 

Thanks for letting us know about this concern. I want to be taken care of.

 

QuickBooks Desktop requires one admin password/user for every company file. If you have multiple company files, you may need to have a password for each of those company file.

 

To know more about QuickBooks Desktop administrator and password, here's an article that you can refer to.

 

On the other hand, if you're still having trouble changing your password, you may need to get in touch with our QuickBooks Desktop Support​ for further investigation. They have the tools that can help you get this resolved in no time. ​

  1. ​Sign in to your QuickBooks Desktop company.​
  2. Select QuickBooks Help.
  3. Click Support.
  4. Click Contact us.

Please me let me know how it goes and if you have additional questions about this. I'm always around to help.

mox
Level 2

Re: I appreciate you checking out Community, JoPeach. Since...

great thanks, Now it's making more sense. Haven't used quikbooks for a while I'll try to simply use the same password for all files?

QuickBooks Team

Re: I appreciate you checking out Community, JoPeach. Since...

I appreciate your prompt response, @mox.

 

Allow me to step into this conversation and provide you with some clarifications about setting up passwords in QuickBooks Desktop.

 

You'll need to set up passwords for each of your company files in QuickBooks Desktop. However, you have the option to set the same password for all of your files so it would be easier for you to remember. 

 

To give you more information about having a good and secure password in QuickBooks, you may read through this article: Password security for QuickBooks Desktop.

 

If you need additional assistance with this process, I'd suggest reaching out to our Customer Care Team. You can reach them through this link: Contact the QuickBooks Desktop Customer Support Team.

 

Please let me know how it goes, or if you have any other concerns with QuickBooks. I'd be happy to help. Wishing you and your business continued success.

Level 1

Re: Resetting QuickBooks Password & Getting Error message..... :/

I have exactly the same issue so I proceed to call quick books technical support the first time, the lady that help me create a copy of the file and uploaded to www.intuitb2b.secure.force.com, then I wait and the next day then sent me a link to download the fix file, a new password and it worked till I finally decided to do the users set up again, It kept telling me that the password was incorrect, I call back to get our money back for the extra license that we pay for, and it turned to be that they decided to try themselves to set it up, they connected to my computer, they tried to set it up and same thing. They deleted the software, and installed again. Well, they work on it that much that there was a point they couldn't access to the file anymore, and here I am an international company that needs the software to make invoices in a daily basis for multiple companies, and not able to access to the already set up files in Quick books. This happened in June 18, 2019 today I got a mail saying it will probably take until June 24, 2019. ??????????????????????????

You did it yourself, you have to fix now and I still have to wait that long???

QuickBooks Team

Re: Resetting QuickBooks Password & Getting Error message..... :/

Hello there, Landero.

 

I appreciate you for taking the time to reach us out and sharing your experience with us.

 

As much as I would want to get this handled here in the Community, we'll be needing information that only our QuickBooks Support can provide. 

 

Since you've already called our QuickBooks Desktop Support regarding this QuickBooks behavior, rest assured you'll be notified with the latest update of the investigation via email. 

 

While they are closely working on getting this resolved, you can check out these resources that you may need for future reference:

Stay posted if you have any other QuickBooks questions, I'll be right here to help you.

Level 1

Re: Resetting QuickBooks Password & Getting Error message..... :/

Thank you, I was able to open the backup file myself yesterday afternoon, after trying to open other old back ups. I figured at the end that it might had to be related to the antivirus and when I deactivated all the antivirus as was able to set up the users. Later, I received a call from you team, letting me know that they will be starting to work and fix the file, then he explained that it might had to do with what I had already figured it out. I got a fixed portable file today from you support team department. Thank you!

I can just recommend to anybody trying to set up users in the 2019 desktop version to make sure to pause the antivirus with enough time so you can work on the users set up, otherwise is going to lock you up.

Level 1

Re: You will have to disconnect from your fire wall and inter...

Oh hallelujah! Thank you for the suggestion to turn off the firewall, because it is the only thing that worked!! Bless you!
Level 1

Re: Resetting QuickBooks Password & Getting Error message..... :/

I sold my 2 companies.

To keep the historical data, I bought a new Quickbooks Pro 2019, and backed up my files, plus my own personal data.

I'm now trying to install the new software and backup files on my home computer, and keep getting an error message.

The password I used is correct.  The computer is working fine, with plenty of space.

What should I do next?  Help!

QuickBooks Team

Re: Resetting QuickBooks Password & Getting Error message..... :/

Hello, @Ned3.

 

There are several possible reasons why you’re prompted with an error while managing your company file. Let me share some information to help you resolve this error.

 

May I asked for the exact error message you’ve received? A screenshot would be very helpful.

 

In the meantime, to check if there is a problem with the company file location, open the company file and save it on the desktop.

 

Here’s how:

  1. Open the folder that contains your file.
  2. Locate the .QBW file, then right-click on it.
  3. Choose Copy before selecting Desktop.
  4. Right-click anywhere, then choose Paste.
  5. Hold down the control key, then choose No Company Open window.
  6. Click Open or restore an existing company.
  7. Go to the Desktop and locate the company file you saved.   

If you get the same result, you’ll have to restore the backup copy to check if the problem is with the current company file. You may refer to this article for more detailed steps: Resolve Error -6000, when opening a company file (Go to Solution 4.).

 

You can also run the  QuickBooks File Doctor. This will help you fix the company file or network issues in QuickBooks Desktop. For additional troubleshooting steps on how to resolve this error, you can check out this article: Fix company file and network issues with QuickBooks File Doctor.

 

If the above steps don’t work, you might have open the file that is saved on the same computer where QuickBooks is installed. To resolve this, try performing the following solutions in the order listed below:

  1. Rename the .ND and .TLG files.
  2. Open a sample company file.
  3. Copy the QuickBooks file on the Desktop.
  4. Restore a backup.
  5. Use ADR to restore your backup.

I’ve got these articles for additional insights when resolving errors in opening your company file:

Feel free to leave your comments below if you have other questions. I’m always here to help.

Level 1

Re: Resetting QuickBooks Password & Getting Error message..... :/

I'v been fighting this problem for the last six months!  last week I sent the file into get it fixed. Guess what, it isn't fixed.  I can't get back into he file to work on it AGAIN!  I haven't been able to work on it for two months now trying , calling, having intuit fix the file and today when I get it back, last thing to do is change the password and what happens?  "Old password is not recognized"  What?  Again?  

QuickBooks Team

Re: Resetting QuickBooks Password & Getting Error message..... :/

I appreciate you for posting your experience here in the Community, DVEnt.

 

I understand it can get frustrating to have your issues at repeated occurrences, and this isn't the kind of service we want you to experience.

 

As much as I would love to get this handled directly, pulling up and getting the updates of your case requires you company information which I am unable to do this in public forum for security purposes. I encourage you to get in touch back to our QuickBooks Technical Support Team to check the status of your case. 

 

They can also escalate this issue directly to our engineers to create a new investigation about this issue, and once it has been open, you’ll be receiving an email notification about the updates and progress of the investigation. 

 

You can contact our technical support by following these steps:

  1. Select QuickBooks Desktop Help from the Help menu.
  2. You can also press F1 on your keyboard to bring up the same Help Panel
  3. In order to route you to the correct support expert, we need to know what type of question you have.
  4. Click Continue.
  5. We’ll provide you a few options. You choose which one is best for you.

Please know that you're always welcome to post if you have any other concerns related to QuickBooks. The Community will always here to help. Have a good one. 

Level 1

Re: I appreciate you checking out Community, JoPeach. Since...

This solution does not work

QuickBooks Team

Re: I appreciate you checking out Community, JoPeach. Since...

Thank you for joining the thread, @inayat.

 

To ensure you the best solution, may I ask which solution didn’t work? If you could provide some additional information, I’ll be able to assist you with your issue further. If it’s regarding the change password issue, this could be due to several different reasons.

 

You can also refer to @Angelyn_T above on the thread. She listed several options.

 

Here’s a helpful article about administrator password:

https://quickbooks.intuit.com/learn-support/en-us/help-articles/set-up-quickbooks-desktop-administra...

Here’s a helpful article about password security helpful:

https://quickbooks.intuit.com/learn-support/en-us/security-and-access/password-security-for-quickboo...

 

I look forward to your reply.

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