Not receiving QB verification code emails

MaryDY1973 · ‎December 20, 2024

Hi - I am hoping someone has run into this problem, because I cannot figure out what is happening.

My client let me know that she is not getting the QB verification codes to her Gmail account. 2 new clients have "invited" her to use Quickbooks Accountant to manage their books. But, when she tries to accept the invite, and QB says, check your email for your verification code we sent you, the email never arrives. So she asked me if I could figure it out, so here we are. After going through the usual "check your spam and junk folders and found nothing, I went deeper.

Went in to the domain DNS and made sure the MX Records, SPF, and DMARC were all correct (which I assumed already were, since she is getting other email, plus other types of emails from QB).
Went into the Gmail workspace admin and checked for any emails that may have come to the server but never hit the inbox, no luck
Tried to change the method of verification from email to phone number, but it won't let me
Made sure nothing was being filtered in Gmail
Added [email address removed] to the contact list

QB told my client that the emails are going through, so it must be on our end. I can't find anything on my end that would be causing this particular email not to come through.

FishingForAnswers

@MaryDY1973 "QB told my client that the emails are going through, so it must be on our end."

QB says a lot of things. Many of them are inaccurate.

Aldren18

Thanks for laying out the details comprehensively, Mary. Your dedication to fixing this verification is evident, and I want to ensure your client's setup with QuickBooks Accountant is smooth and free from interruptions.

Given that you've already taken several thorough steps to troubleshoot the problem, I recommend contacting our Live Support team for further investigation. They have the expertise and tools to delve deeper into this matter and can provide solutions for your client.

To proceed, here's how:

Access the Help menu at the upper right corner of your QuickBooks Online Accountant dashboard.
Select Contact Us at the bottom of the screen.
In the "What can we help you with?" section, please enter the issue you are experiencing.
Hit on Continue and choose a way to connect with us.

Our customer service is available for Gold tier and above members from Monday to Friday, 4 AM to 8 PM, and Saturday, 6 AM to 3 PM, including Sundays. Silver tier members can contact us from Monday to Friday, 6 AM to 6 PM.

Furthermore, our chat support is accessible Monday through Friday from 8 AM to 9 PM. For Saturdays from 9 AM to 6 PM ET, ensuring you have the assistance you need.

Additionally, I’ll share a resourceful article that helps you effectively track your clients and maintain an updated list, facilitating better management of client data and tasks: Manage clients in QuickBooks Online Accountant.

Our Live Supports are always ready to assist you further. Your client deserves a seamless experience, and we are committed to ensuring it. Let us know in this thread if you have more questions or topics you want to cover. Your input is always appreciated.

MaryDY1973

@Aldren18

I appreciate this, but since she cannot login, and I can't login to our QB accounts, there is no way for me to get live help support.

She has been receiving other Quickbook emails, and she received a verification code back in October of this year, so I don't know what has changed between then and now.

This is preventing her from working, so I need another way to contact QB support that doesn't require a login as we can't because we are not getting verification codes to our registered email in order to prove our identity

MorganB

Thanks for following up on this thread, MaryDY1973.

I want to make sure you're able to log in to your QuickBooks Online account.

If you still can’t access your account after trying all of the troubleshooting steps, you can reach live support at 800-4INTUIT to connect with an expert. The following article provides additional info about recovering your Intuit Account if you can’t sign in.

Please don't hesitate to reach back out if you have any other questions. I'll be here to help in any way that I can.

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Not receiving QB verification code emails