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Level 1

Upgrade from 2013 - 2020 - not accepting password



I have a customer that I amange IT for, she hit upgrade on her PC from Windows 8 to 10. It installed her QB 2013 version and lost all her licsense details. We made the decision to go an upgrade to QB2020 but now the files won't accept her passwords at all. We can't change as we don't know the 2013 QB version install key anywhere. We need urgent help in opening the files in 2020, it won't accept password, I can't do password reset. Please advise.



4 Comments 4

Upgrade from 2013 - 2020 - not accepting password

Thanks for reaching out to the Community forum, Espressimo.


To help locate your license or product number, you can go to this link: Then, you can either choose via business email or business phone. 


Once done, click the Find license and product number button. Aside from that, you can also access or view your license by signing in to CAMPS.


Here's how:

  1. Sign in to
  2. Search your app or subscription in the Product and Services list.
  3. Select Details.

You may also want to check out this to know more about finding important information in QuickBooks: Find QuickBooks Desktop and Point of Sale product and license info.


Moreover, to learn on what to do if you forgot your password in QuickBooks Desktop, check this article: Reset your password for QuickBooks Desktop.


If you have any other follow up questions, let me know by clicking the Reply button. I'd be more than happy to help. Have a great day!

Fiat Lux - ASIA
Level 15

Upgrade from 2013 - 2020 - not accepting password


If your client is unable to find their license information in CAMPS, consider purchasing a 3rd party password reset service as the last resort. 

Level 1

Upgrade from 2013 - 2020 - not accepting password


I just downloaded QB2020 Upgrade.  The install wizard is not accepting the Product Code from the Intuit QB 2017.  I have verified it as correct within the software and on the original packaging.  Furthermore, I do not know how to try the down load again.    I went onto CAMPS and registered.  No help there either.  I cannot locate through several internet searches how to get  a support call.  

Thank You!

QuickBooks Team

Upgrade from 2013 - 2020 - not accepting password

I'm here to share some information about QuickBooks Desktop installation, JDMDDS.


We'll have to take note that each QuickBooks Desktop version has a unique license and product number. QuickBooks Desktop 2020 version has a different license and product number. Since you've already registered to CAMPS, we can go to the Products & Services section to view all your registered Desktop apps and subscriptions.


In addition, this is where you can find info license info or download any versions of QuickBooks Desktop you see. Just make sure that you're signed in with the email you used to register this version of QuickBooks Desktop. I'll guide you on how to do it:

  1. Sign in to
  2. Find your app or subscription in the Products & Services list.
  3. Make sure to select the QuickBooks 2020 version.
  4. Select Details.

Once done, we can now install your new QuickBooks Desktop  then upgrade your company files after switching to the latest version. We'll also have to make sure that your computer meets the system requirements so that you'll get the most out of your QuickBooks experience.


If you're having trouble finding the license and product number, feel free to get in touch with our Customer Care Team for Before doing it, please check our support hours and contact us at a time convenient to you.


Here's how to connect with us:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter a brief description of your concern, then select Continue.
  5. Choose Start messaging or Get a callback.

With Customer Account Maintenance Portal (CAMPs), you can manage your QuickBooks Desktop account and services in one place.


I'll be right here to keep helping if you have further questions about this topic. Have a pleasant day ahead.

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