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SRuhlig
Level 1

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Whenever I go to log in it tells me to update our billing information. However, we did the credit card on file is current and fine. At one point of time there was an expired card on there and now it seems like its stuck. I deleted the old card off of the account but I still cant log in. Any ideas?

8 Comments 8
ZackE
QuickBooks Team

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Hey there, SRuhlig. Welcome to the Community.
 

Since you've already updated billing information, lets look at other potential causes of a situation like this. One reason your books can continue displaying alerts you've already reviewed/addressed is because it isn't up-to-date.

Here's how to check the release version:
1. Open QuickBooks Desktop.
2. Hit F2 (or Ctrl + 1) on your keyboard to access the Product Information window.
3. Confirm the current version that's being used.
 

If you need to update the software, you can follow the steps in our update QBDT to the latest release article.
 

Another thing to check is the browsing application. The program connects to Internet Explorer for online features. That being said, you'll want to make sure the app is up-to-date and also that it's set as your default browser.
 

Browsers also collect something called temporary internet files which can sometimes cause issues. To rule out if this has anything to do with your situation, lets try clearing cached data and cookies in IE. After doing so, you can try to access as normal and see if prompts to update your card info are still being displayed or not.

Here's a couple resources which may help:


I'll be looking forward to hearing back on how these troubleshooting steps worked for you. Please don't hesitate to reply here with more information or any other questions. Enjoy the rest of your day!

SRuhlig
Level 1

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So I did hit f2 and this is what appeared. Its all blank and my co-workers is all filled in. Everyone else can log in but I can not. I updated my internet explorer and am still having this issue. I have attached a picture of it so you can see. Thank you!

IamjuViel
QuickBooks Team

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I appreciate the screenshot you've provided, @SRuhlig.

 

Let's download and install the QuickBooks Tool hub.  This way, we can isolate and resolve this login concern for possible data damage.

 

Here's how:

  1. Close QuickBooks.
  2. Download the most recent version (1.4.0.0) of the QuickBooks Tool Hub.
  3. Open the file you downloaded (QuickBooksToolHub.exe).
  4. Follow the on-screen steps to install and agree to the terms and conditions.
  5. Double-click the icon on your Windows desktop.
  6. From the QuickBooks Tool Hub, select Program Problems.
  7. Chose Quick Fix my Program.

Once completed, let's open QuickBooks and try accessing the company file again. If the issue persists, let's run the QuickBooks Install Diagnostic Tool. It automatically diagnoses and fixes issues with the Microsoft components that the QuickBooks program is using.

  1. Open the QuickBooks Tool Hub.
  2. From the Tool Hub, select Installation Issues.
  3. Select QuickBooks Install Diagnostic Tool.

You can check this article for more insights about resolving unexpected behaviors when using QuickBooks: Fix a subscription error in QuickBooks Desktop.

 

Keep me posted if you have other questions. I'm always here to help.

SRuhlig
Level 1

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Ok I might be dumb but it will not let me download the quick books tools it keeps telling me its not compatible. I tried saving it different ways and trouble shooting it and it will not download and open the quickbooks toolkit.

Steve_C
QuickBooks Team

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Hi SRuhlig. Thanks for the reply. Could you possibly provide a screenshot of the error you're receiving? I only ask because a visual of the error can help with providing you the best assistance. Although, I do suspect this may be your web browser blocking the download.

 

For example, if you start a download in Google Chrome it may provide a prompt that mentions a file that may cause harm to your computer. If this appears on your screen, select Keep. You should only do this with trusted files though such as the QuickBooks Tool Hub download linked by my colleague above. 

 

If you need any more help with the QuickBooks Tool Hub, I highly recommend the article on fixing common problems using the QuickBooks Tool Hub. It's quite helpful as far as installing and basic usage of the QuickBooks Tool hub.

 

If you need anything else, always remember to check out the QuickBooks Learn and Support page as well for the most up to date information and how-tos. Feel free to leave a reply below if something pops up, I'm always happy to help. 

SRuhlig
Level 1

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Here is the error I am sure its my browser but I dont know how to make it allow it.

SRuhlig
Level 1

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Ok I figured out how to correct it however now the quick books tool is saying I dont have internet connection but I do.

Steve_C
QuickBooks Team

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Hi SRuhlig. In your particular case, there's something on your system blocking the connection. More than likely this is a firewall or antivirus program. Unfortunately, as I'm not an IT professional I cannot advise on your best options to handle locating this.

 

The easiest way to get back up and running would be to reach out to an IT or Windows expert to help locate what's blocking the program from running correctly. Have a great rest of your day. 

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