QB App not letting me log in - suspicious activity on my account

Hi there, fsc2020.

I also like to use the QBO.

I wish I could do more troubleshooting to resolve the issue with your app. Try using the app on a different phone. If it lets you sign in, we can say that the issue is with your phone. You may have some apps that cause our system to detect suspicious activities. However, if it is the same, please call our support back to investigate this further. You can tell them you’ve tried a different phone and it’s just the same.

If you have any other concerns, please don't hesitate to go back to this thread.

Thanks for the suggestion. I tried another phone and it worked. Curious why it’s not working on my specific phone when it was working prior to my account being locked. Little frustrating because I can’t buy another phone just for QB! 

This happens because your browser might be automatically filling in your old password or user ID.

MyCCPay

Even when I’m typing in the sign in information manually? Just the app on my phone is doing this. If I use any browser on my phone, it works. 

I may add that it’s blocking me out of the QB app and the GoPayment App…nothing else if I use a browser. 

I am surprised that this issue has been ongoing for 2 years and no one is having a solution.

Like all of you, I suddenly cannot access the following:

App (it give suspicious warning and not letting me in)

Google Chrome (it say "we can't find anyone with " my login email. No matter what email I entered. I tried another computer and it behave the same. Microsoft Edge and Chrome give me same result, I can only login when using Safari.

I have been trying to chat with different representatives, and wasted 5 hours and getting nothing. The support was a disaster, and all they ask is

1. Reset password

2. Uninstall and reinstall app

3. Uninstall and reinstall browser

4. Free up phone storage (even when I have 50GB free space in my phone)

and then eventually they disconnected.

Hi there, fsc2020,   www.prepaidgiftbalance.com

I am using  QBO since 2 Years. 

 I faced similar kind of issue last time, I am still searching for some proper solution Same issue still no fix to this.

Please Help Us 

Thank you 

Thank you for joining this thread, Pearl189.

Let's make sure you're able to login to your QuickBooks Online app.

Before we start, check if the QuickBooks Online app needs to be updated. Also, make to use supported browsers for tablets/mobile devices. Here are some browsers that you can use for best results:

iPhone / iPad

• iOS 11.1 or newer.
• Safari browser with Private Mode Off to allow cookies which are required for QuickBooks Online.
• Other browsers such as Chrome, and Dolphin are not supported on iOS, but may work.

Android smartphones and tablets

• Nougat 7.1.1 or newer.
• Chrome browser.
• Other browsers such as Firefox, Opera, and Dolphin are not supported, but may work.

Notes about Surface/Windows Phone 8

• Microsoft Edge browser works on Surface.
• Windows Phone 8 is not supported and will not work.

If issue still persists, you can use different device to login to your QuickBooks Online account. As mentioned by my colleague @JessT above, It's possible that you may have some apps that cause our system to detect suspicious activities. 

I'm adding this article to guide you on How to Use the QuickBooks Mobile App.

Let me know if you still have other concerns about the mobile app. I'll be here to help. Have a good one!

Intuit seems have absolutely no clue about this issue. I have been trying to get this issue resolved in the past 30 days and they are just repeating the same procedures (reset password, reinstall app, etc). Whenever they said they will pass the case to backend team, the case will go to nowhere and the case will get closed somehow.

Very disappointed with their customer support. I can't believe this issue can be around for 2 years without anyone knowing how to solve it (besides buying to a new phone).

I've been having this same issue for several weeks now. I can log in through a browser with no issues, and I can log in to the iOS app with my iPad, but I get the error show here when I try it on my iPhone. Reinstalling the app, re-starting the phone..none of these have worked. 

It seems this has been an issue for some time now, based on this thread. Has anyone found a solution?

I know this hasn't been an easy process for you, @dgiltner.

Please know that this isn't the impression we want you to have. I'm here to give some additional troubleshooting steps and point you in the right direction of support to fix this query.

Since you've reinstalled the app and restarted the phone, but the issue persists, we can try refreshing your QBO app from your iPhone to refresh the application and resolve the common problems. A large amount of data in the cache might cause this.

Here's how:

1. Go to the Menu icon and tap Help & Feedback.
2. Select Refresh Data.
3. If you get a prompt message, "Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes."
4. Tap Refresh to confirm.

From your phone's settings, choose Apps. Then, select the QuickBooks app from the list, and click Storage. From there, tap Clear data.

If the issue persists, I suggest contacting our QuickBooks Online Support Team. This way, they'll be able to look into your account in a safe environment and investigate this matter further.

For more insights about QBO App, you can refer to these articles:

• QuickBooks Online app overview
• Compare mobile app features

Please keep us updated on your progress in resolving this issue. It's my priority to ensure that your queries are fixed. Keep safe always.

Thank you for your input, but the advice you gave me to 'Go to the Menu icon and tap Help & Feedback' requires that I be in the app, and the whole problem is that I am not able to log in to the app.

Also, my phone (iPhone with iOS 16.1.1) does not have the Storage option that you describe. 

Is there an option to try that fits my situation?

Thank you for bringing this to our attention, @dgiltner.

I understand the importance of enabling you to access your account immediately using your mobile device. This is to ensure the timely taking of the tasks that need to be done within your company file.

To rectify this one, I recommend you get in touch with our Technical Support Team. Our support can double-check your account to see the root cause of the issue. Also, they have advanced tools to pull up your account in a secure setting while maintaining your privacy. Nonetheless, they can provide a solution in no time or trigger an investigation if need be.

Here's how:

1. Log in to your QuickBooks Online account using a web browser.
2. Go to Help.
3. Choose the Search tab and then click on Contact Us.
4. Please put in a brief description of your concern, and then hit Let's talk.
5. Select Callback from the option.
6. Enter your contact information and click Get a call.

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedules and hours: QuickBooks Online Support.

Moreover, learn to run your profit and loss report using your mobile app to get the latest update on your business finances.

Feel free to post if you have more questions about logging in to your account. I'm just a few clicks to assist you. Have a good one!

Thank you for the input. I did reach out to the Technical Support Team and they said this is an issue the QB engineers have been working on for a few weeks and have not been able to fix. So, I'm stuck waiting until a solution is found. 

This is not the performance I expect for the high price I'm paying for this service. 

On iPhone I went to settings, general, iPhone storage, found the app, deleted it like it says, and the reinstalled still didn’t fix.