There are possible reasons why the primary admin can't log in to the QuickBooks Online (QBO) account, Christiney. Below, I'll provide detailed information to help resolve this issue so they can log in to the QBO account smoothly.
Before anything else, did she encounter any error messages when attempting to sign in? This way, I can gather the necessary information and provide the appropriate solution.
In the meantime, you'll want to double-check if their login credentials are correct. Ensure there are no typos, incorrect capitalization, or extra spaces. On the other hand, browser issues can sometimes interfere with login. They can access the account using a private browser to prevent websites from using cookies and recording any history and data.
Use these shortcut keys on your keyboard to access incognito mode:
- Google Chrome: Ctrl + Shift + N
- Safari 11 or newer: ⌘ + Shift + N
- Mozilla Firefox: Shift + Ctrl + P
- Microsoft Edge: Ctrl + Shift + N
If it works, you may need to clear the browser's cache to start fresh. If you get the same result, consider switching to a different supported browser.
However, if the primary admin is locked out due to login issues, they can try resetting their password. Alternatively, this article provides self-help options that might apply: Recover your Intuit Account if you can’t sign in. It also contains details on how to reach out to our Live Support Team to connect with an expert if the issue persists.
Moreover, this resource can help reactivate their account if the reason for the issue is an expired subscription: Re-subscribe to or reactivate QuickBooks Online.
Additionally, we have QuickBooks Live Expert Assisted who are always available to help you with best practices in setting up and making the most out of QuickBooks Online.
If you have more questions about the account management process, you can add your reply below. We're always ready to assist you in any way we can.
