The Story: the sales man linked my new purchase with my other email address. (interesting thing is I never provided him email Z). All I said, I want to change Email Y from desktop to online. Now the problem is when I log in using email Y, I have to set up a new password (because it is not recognizing the previous one from Desktop, which is fair, I haven't used it in 5-7 years). I set up the new password for email Y then QB wants to verify who I am by sending a v-code. But, the email that populates for verification is email Z... not email Y. But I try anyway. I put in the v-code and it takes me back to login for email Y but does not recognize my password.
The Problem: So, I am in a loop...I try to log in, password not recognized, I reset, verification is for wrong email, I try to log in, password not I try to log in, password not recognized, I reset, verification is for wrong email, .....5 hours wasted the day I purchased the product because I try to log in, password not recognized, I reset, verification is for wrong email, I try to log in, password not recognized, I reset, verification is for wrong email and.... 3 hours the next day because I try to log in, password not recognized, I reset, verification is for wrong email, I try to log in, password not recognized, I reset, verification is for wrong email. ...No solution.
The Frustration: Absolutely Insane that QB can not resolve the error. Absolutely insane, I have to rehash the same problem to multiple times just to get to a tech person. Absolutely insane, that I explain what happened and I have to repeat the same loop.
The False Hope: However, one attempt at a solution was to reset email which required personal ID for a business account...the personal ID did not have the business address and verification unmade...problem exists.
The Cry for Help: I just don't understand why the tech people simple wont simple redo the set up in the right way. I am so disappointed, frustrated and totally at my wits end. I never complain, I just move on but this is just an unbelievable struggle. The answer will be really simple. I hope some one can help. Is there any help any where?
I will say every person has been professional (except one chat guy-Glenn) but it is for naught when hours are wasted.
We don't want you to feel that way!
If I have the tools needed, I'll be one to update it for you. However, QuickBooks Community has limited access, and we're unable to change it.
It's best to reach out to our Support Team. I understand that you contacted them already, but they are the ones who can fix this login issue you're experiencing.
Also, here's how to get help if you can't sign in to your account.
I'll be here if you need anything else. I'm wishing you all the best!
Thanks for your help. I went to the get help you suggested and cleared the history. It did not help. Even the fact that this thread is attached to the wrong email is interesting. Maybe the issue is with the set up of the email that is not looping. This morning...I tried to sign-in, I had to create a password, this time the email was sent to the correct email.....but it wanted to verify me -THAT VERIFICATION- auto fills the wrong email..........................that is a problem. To me that could be anyone's email autofilling and I would not be able to get into my account. Note the unused QB desktop account that I was changing to online is the oldest. The autofilling account was set up last year but my point the two emails should not in anyway be associated with each other. I just dont understand why are they. Do you know if I can disconnect all accounts and just start over via a phone? Why does QB have an escalated process to resolve these issues? Mostlikely, I will have to forgo QB online for my business.
Awful thought....I don't recall if I gave payment info for the new account. But, if charges hit the wrong account it will be detrimental as it is my church that I have access to...(theft fraud implications).
Just for clarity the estimated 5 hours and 3 hours wasted was only for the time I was on QB chat or speaking with QB tech (including glance). That does not include time on my own....I just want the frustration and gravity of the problem to be completely understood. Hopefully, my chat and phone history can be reviewed and discussed and an time allotted for assistance.
I have tried to get my email changed for almost 7 years and I have an email from the Escalation team that said this was all fixed and it IS STILL WRONG - I am beyond frustrated - who has this much time to spend on this stuff!!! Quickbooks is no longer any help to small business at all!!