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Level 3

I receive an error message

Hello.  Please see the attached screenshot.  I receive this message when I click on the email answer from support. 

2 Comments 2
Level 3

I receive an error message

After clicking on the answer I would reply and then I receive the Authentication Failed message.


I receive an error message

Thanks for reaching out to the Community, Jennifer529.


Since you're receiving an Authentication Failed message when using a link Intuit emailed you, I'd recommend checking your browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check to see if you're able to use the link without receiving the message.


Here's how to access incognito mode in some of the most commonly used web browsers:

  • Google Chrome: Ctrl Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Microsoft Edge: Ctrl Shift P
  • Safari: Command Option P


If it continues occurring while browsing privately, it's safe to say this problem's being caused by your browser. It can be fixed by clearing cached data and Intuit-specific cookies.


In the event it continues occurring while using incognito, you'll initially want to try switching to another browsing application.


Here's a list of supported browsers:
Google Chrome

  • Mozilla Firefox
  • Microsoft Edge
  • Safari 11 or newer


You can also check a browser's compatibility with your books by utilizing our browser health checkup tool. QuickBooks supports the current and two previous versions of browsers. If you find that you're using an older version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.


In the event you've found no problems that could be causing this with your browser, I'd recommend using a different device and/or internet connection. If it continues happening on other devices and/or internet connections, you'll want to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.


They can be reached while you're signed in:

  1. Use the Help (?) icon.
  2. Click Contact Us.
  3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
  4. Select Start messaging or Get a call.


Be sure to review their support hours so you'll know when agents are available.


I've additionally included a detailed resource about system requirements for QuickBooks that may come in handy moving forward: System requirements


I'll be here to help if there's any questions. Have a great day!

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