My coworkers are trying to sign into QuickBooks Online, but when they enter their usual login, i.e. password and 2FA, they are looped back to the original sign-in prompt as if they never even logged into QBO in the first place, and asks them again for their credentials. This has happened twice thus far and has impacted all users of the account at once, including my administrative account. It resolved itself after a few hours on the first instance, but has happened again recently. I have guided them through the following steps (which I have also tried for myself, to no avail)
1. Clearing history, cache, and cookies
2. Using Incognito/Private Mode
3. Using a different browser
4. Restarting the computer
5. Using the QBO Desktop client
6. Using different computers
Any help is appreciated.
Let's make sure that this gets sorted out and I'm here to help you log in, chromologicIT.
It seems that you've already done a series of troubleshooting steps to fix the issue. We appreciate your patience in trying all the possible solutions.
We didn't receive reports about being looped back to the original sign-in prompt. I recommend contacting our support team to help you check if there are also other users who are experiencing the same. This way, they can investigate this further. Also, they have the tools to pull up your account in a secure environment.
Here's how to reach them:
I've included these help articles that you visit in case you have few questions about QuickBooks Online.
Feel free to let me know if you need anything else about accessing your QuickBooks account. I'll just be one post away if you need further assistance.
My team is experiencing the exact same issue and it continues to happen. You can't get help because you can't login but for some reason "they" keep asking you to log in and click on "help". I'm completely frustrated with this situation and would like resolution.
cleared our cache
used a different log in URL per help
changed our passwords
used all the varied browsers and the browsers incognito
restarted our machines
If you call the 800 help number and press the option for log in issues, they tell you to login to get help. Completely ridiculous.
My team is experiencing the same exact issue. Can't get help if you can't login. It's ridiculous. I've done all the fixes you listed as well with no luck. They have had calls about this because I've spoken with them 3 times about the issue already with no permanent fix. The only reason I'm writing in response to your inquiry is I can't get in right now and was googling to see if anyone figured it out yet.
Intuit - can we please get some help with this issue?
Thanks for joining this conversation, @TamraM.
Since you already performed the steps shared in this thread and the issue persists, it'll be best to contact our Phone Support team. You can utilize our QuickBooks Online (QBO) test drive and use it to reach them.
Refer to this article to access our QBO test drive: Test drive QuickBooks Online.
Once done, you can now follow the steps shared by my colleague MariaSoledadG above or refer to this article for more information: How to contact customer support.
For more insights about the 2FA, I suggest checking out this article: Verify your account with multi-factor authentication.
Please let me know how the call goes or if you have any other issues. I want to make sure everything is taken care of for you. I'm always here to help. Have a good one!
I already have multi-factor authentication on my account and when I pull up the test drive, the help button gives me an error message that "something went wrong - sorry we'll get it fixed as soon as we can. - try again later". I can't get into QB's this morning so I'll spend the time that I can't work researching other accounting software programs.
Intuit - you need to fix this issue.
I appreciate you coming back with additional details, TamraM.
The error message you're getting can often be fixed by performing some basic troubleshooting steps.
First, try using a private browser or incognito window. This will eliminate any browser history that may cause a glitch inside QuickBooks. You can refer to the following keyboard shortcuts below:
If this fixes the issue, then close out the private window and clear the cache on the regular browser. This will remove previously-stored browsing data that might have caused the issue. Otherwise, you can try other supported browsers to help narrow down the cause of this behavior.
If the error persists, I recommend contacting our QuickBooks Care Support. They can take a closer look and conduct further investigation to fix this login issue. Here's how you can reach us:
You can check out this article for our most updated contact information and scheduled hours: Support hours and types.
I'll be right here if you have further questions. Keep safe and have a good one.
I don't think you read my post. I have performed the following and the error still persists. I also remind you that you can't use the help function if you can't log in and phone support directs you to "login".
- used all browsers in regular and incognito
- cleared cache for "all time"
- used different computers
- changed my password
- used various URL sign on links as directed by QB's support
- had my company's tech team spend hours helping only to tell me it's Intuit's issue
- chatted with 3 tech at intuit with no resolution
- uninstalled and reinstalled Chrome.
- the problem comes and goes (i was able to log in all day Friday but am unable to log in this morning)
- this issue started awhile back out of the blue and I think it is tied to a recent Intuit update
- getting tired of dealing with this and think we may need to research other financial software.
Any advice now??
I wish I could make it better, @TamraM.
Since you're still unable to log in completely, I'd recommend contacting our Customer Care Support. This time, let me show you different steps to reach them.
Additionally, let me also share this helpful article for the steps so you can keep your business information up-to-date: Update business and account information.
If you have any other questions, please let me know in the comments. I'll be here to help. Stay safe always!
This is not the experience we want you to feel, @TamraM.
To further investigate what causes the odd behavior of the software, I highly recommend reaching out to our technical support team. Since you can't log in to your QBO account, you may use our QBO test drive and access it using a private browser. Here's how:
Google Chrome: press Ctrl + Shift + N
Mozilla Firefox and Microsoft Edge: press Ctrl + Shift + P
Safari: press Command + Shift + N
Once connected, the representative will pull up your account and will review your previous case to check and investigate the issue.
Another option to contact us is through the web:
Also, I've added this helpful article for your future reference in case you'll reset your QBO sign-in info: QuickBooks Online sign-in info.
Keep me posted if you have any other concerns about accessing your QBO account. I'm always here to help. Have a great day ahead.
I used the test drive and after clearing my cache (again) I was able to get a call back. I'm in the program now but am not confident that the steps we took fixed the issue. We did all the same things I've done in the past. Stay tuned.
Good Morning, @TamraM.
I can see how frustrating this can be for you and your business. However, I want to ensure that you get the support you need to get this new message removed so that you're able to get back on track with your business.
If you're not the Master Admin of the QuickBooks Online (QBO) account, then I suggest getting in touch with them so they can grant you access to the system. Clearing your browser's history would be the best way to eliminate this access error if you're the Master Admin of the account. Here's how to in Google Chrome:
If this doesn't work, then I recommend contacting our Customer Support Team. They have more tools to help walk you through some additional steps. Doing the instructions that my colleague provided above will get you in touch with them as soon as possible.
Once you're able to get this fixed, you should be able to get back to running your business. If you have any other questions or concerns, don't hesitate to ask. I'll always be around to help. Have a great day!
NO ONE is listening:
I'm the master admin
I've cleared my cache over 80 times
I've changed my password 5 times
I've used EVERY browser
I've used different computers
I've used different WIFI's
I've logged into multiple URL's
I've set up multi-authentication
I've removed multi-authentication
I've spoken with 4 different customer service reps
I've used incognito browsers
I've updated windows
I've updated all my browsers
Sometimes it loops and other times I get a message that I have to contact my admin (which is me in case your forgot)
I am able to log in at this moment but this morning I wasn't able to log in for an hour or so and then all of a sudden I was able to log in.
Customer service only helps me log in at that very moment but NO ONE is helping me solve the overall problem.
The ONLY pattern here is the I can't login at various times.
I’ve got all the information here, @TamraM.
I can certainly understand how distressing this log in situation for you since it impacts your productivity. As of the moment, there’s an investigation taking place concerning logins. Our engineers are now working on a fix.
You'll need to contact our Customer Care team again to add you to the list of affected users. That way, you’ll be notified via email once a resolution is implemented. They’re available this weekday from 6:00 until 6:00 PM PT.
You can utilize our contact features here:
Another way is following these steps:
In addition, you can present this investigation number INV-51655 to our support for reference.
You might want to visit these video tutorials here to learn more about how to organize your QuickBooks account efficiently. You can select each topic listed vertically and horizontally to view them.
I appreciate your efforts and patience while we’re working on this. Please know that the Community team is always here whenever you need help. Keep safe.