I’ve been having an issue with logging into my QuickBooks Online account since mid-July 2024 (I’m writing this in late October 2024), and despite having opened ~7 separate cases with Intuit tech support, plus a case with the Office of the President, I’ve still not received any explanation as to what caused my account access to be revoked, nor a resolution of any a kind, but have repeatedly been told that my case is being closed and there is essentially nothing Intuit can do to restore my access to my account, even after submitting my ID and *notarized* business documents on several occasions to verify my identity. I’m the owner of my company and am unable to access our financials. We’ve spent thousands of dollars integrating our services with QB for us and our customers to use, yet now I cannot so much as *log in* or receive any meaningful customer support, and am left with no real option than to migrate our entire accounting – after over a decade of business – to another provider. QB has demonstrated to me, without a doubt, the absolute worst customer support I’ve ever experienced with any company of any kind. I’ve never made a public post about a negative customer experience, and as a business owner myself believe in giving a company a chance to correct a situation like this, but at this point I just didn’t know how else to communicate with their team and community since every other attempt has been met with no solutions and a complete lack of transparency.
The issue itself is that every time I try to log in, I get told that “there is no account with” my email address, despite other members of my organization being able to log in and see me (with the listed email address) as a user on the account. This seemed like a typical tech support-type issue and I was thinking it would be an easy fix on the QB team’s part.
I started off experiencing the issue in July, at which point I called in to tech support, and was told that I would just need to verify my identity in order to reactivate my account. I sent a clear PDF scan of my driver’s license per their request, but later received an email telling me the document was invalid for some reason. I repeated this process another time, with the same result.
The third or fourth time, I was asked to instead submit official documentation proving that I indeed was the owner of my company, since this would be better than a driver’s license. I obtained the documentation from my state’s Secretary of State, *got it notarized* in person, and again, it was rejected.
By this time, I’d had several 1-1.5 hour calls with tech support. At one point, after being on a tech support call for an hour or hour and a half, I had *two lines active* and had a tech support supervisor on my office landline talking to a tech support representative on my cell phone which I held up to the speaker. On this call, the two of them together reasoned that the process I had followed the past three or four times (with the driver’s licenses and notarized documents) was not correct – that I shouldn’t have been instructed to do this – but rather, I needed to follow a *different* verification process, which they sent me a link to. Again, I followed this process, submitted my driver’s license, and got declined within the next day or two.
It was becoming clear that I wasn’t going to be able to resolve this issue through tech support, and it was getting increasingly frustrating explaining the same issue to them every time, being promised calls back that I never received, submitting the same documents over and over, and having my cases closed on me. My last call with tech support was over *4 hours long*. Not to mention, I needed to produce (and actually, still do) company financials for tax purposes, and since I couldn’t log in to do this myself, I had to pay my accountants to do this through their QB accounts instead.
Then, I found out that you can contact Intuit’s Office of the President directly, so I did that, and explained the whole ordeal to them in the contact form on their website, and provided the 7 case numbers that I had accumulated up to that point. I received a call back very quickly from a friendly representative who apologized for the frustration I had experienced and assured me that he, as my case manager, would help get the issue resolved once and for all.
The follow-up I received was an email telling me that the actual issue was that in reality, it was that the Risk Team had revoked my access to “money movement services,” and this was why I couldn’t log in. No mention of this had ever been made on my 15-20 separate calls with tech support – this was the first time I was hearing that this was the cause of my inability to log in. Tech support had been walking me through verifying my account for 3+ months, themselves puzzled why it wasn’t working, when in reality, my account access was essentially blocked by another “safeguard” at QB, which was clearly not communicated to tech support or recorded somewhere that they could see it.
Now, prior to July, I had indeed been notified that my access to “money movement services” was revoked, and we were aware of this revocation. (It’s worth mentioning that after this revocation, I was still able to log in and access my account for a while.) At that time, what had happened was we received a blindsiding notification without warning that we’d had our access to certain merchant services revoked, with no reason provided, that this was an irreversible decision, and that we would not be able to speak with anyone at QB to find out what happened or to restore access. We used to send invoices via QB all the time, and had sent countless invoices, until one customer attempted to pay one with multiple different cards, shortly after which we lost access to merchant services – our guess is that this instance was the cause for the revocation. If this is the case, then we had absolutely no control over which card the customer decided to use to pay the invoice, but of course, we don’t know if this really was the cause, since the cause was never disclosed to us.
Whatever the case is, at this point we have no idea how to go forward. QB is refusing to give us any transparency into what the issue is with our account, and despite being told on every support call that that would be our *last* support call and that the representative would make sure they see the issue to its resolution, the only responses we get are emails with no callback number telling us that nothing can be done and that our case is being closed. We’re a large company and have invested thousands of dollars into our QB integration, both for ourselves and for our customers to use, but despite that, I as the company owner cannot use my account. At this point we’re most likely going to be migrating to a different provider and possibly even taking legal action against Intuit for the unbelievable amount of wasted time we poured into both our integration and our account recovery attempt, all culminating in a service we cannot access. We’ve been patient for months and were as transparent as possible about our business and our account activity with every representative we spoke with, but at every turn QB has provided us with, without a doubt, the worst customer service experience we have ever seen in return. Even if QB somehow decides to resolve our issue, they’ve certainly lost our trust and future business, and we’ll certainly be looking for other providers to migrate to as soon as possible.
