2Step Verification not working

Hello, @MatthiasNi.

I appreciate you sharing the details of your concern. I'm here to share some browser troubleshooting steps to fix the issue when you can't complete the two-factor authentication process in QuickBooks Online (QBO).

I suggest performing the steps through a private or incognito window. The private window will not save any history, making it a good place to identify browser problems. To save you time, use either of these keyboard shortcuts:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If you can verify your phone number using a private window, go back to your regular browser and clear its cache. Clearing the cache or cookies is the best way to get a clean slate for your browser. Otherwise, using other supported browsers can be a good alternative too.

However, if the issue persists, I recommend reaching out to our Customer Care Team to report this issue. They have the tool to securely look into your account and analyze why you cannot proceed with the verification process.

Additionally, kindly check out this article to learn more about the verification process of your QBO account: Verify your QuickBooks Online account with multi-factor authentication or two-step verification. This resource will also explain more about the difference between multi-factor authentication and two-step verification.

Please know that you're always welcome to post if you have other concerns. I’m more than happy to lend a helping hand. Stay safe!

SMS verification is not working today.  Had to use phone verification.  Not a browser issue.  Cleared the cache in Chrome, so not the problem. 

Thank you for bringing this to our attention, Cyler 15.

I appreciate you clearing the history on your browser. I've checked the current status of online services for QuickBooks and there isn't a report about the issue.

If you've also tried other supported browsers and still not getting SMS verification, I suggest contacting our QuickBooks Online Live Team. They'll create a case under your account and forward it to our Product Team for further investigation.

Here's how to get in touch with them.

1. Sign in to your QuickBooks Online company.
2. Click Help (?).
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
     • Start a chat with a support expert.
     • Get a callback from the next available expert.

Also, you can manually check the QuickBooks status page to see if there’s an outage happening. When we report an outage, it means we're aware of it and working to get things back to normal.

Want to stay informed? Select Subscribe to updates on the status page. We’ll send you a message when a service is down or scheduled for maintenance. We’ll also share the good news when it’s back up and running.

In case you’re having trouble signing in to your account, here's what you need to do to: Get help if you can't sign in to your QuickBooks Online account.
 

If you need more help, please use the Reply button below and share your questions. I'm always around to provide the information that you need.