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BC-MD
Level 3

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

 
Solved
Best answer May 22, 2020

Best Answers
Anna S
QuickBooks Team

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Hello, @BC-MD.

 

I hope you're having a beautiful day. Allow me to give you some insight about your client not showing up and only you having access to the firm.

 

Sometimes your client's accounts can be rendered inactive in the client's list by accident. No worries, though. It's an easy fix. You can check their status and reactive their company by following these steps:

 

Show your inactive clients:

  1. Go to Clients and select the Gear icon above the ACTIONS column.
  2. Check the Include inactive checkbox to view all your inactive clients.

 

Make your clients active:

  1. Click Clients and select All Clients from the drop-down above the ACTIONS column.
  2. For the client, you want to make active, choose to Make Active in the ACTIONS column.

 

You can check your firm member's user access on the Team screen to see who has access to your client's accounts. This will also give you a list of all the clients your team members have access to. The steps below will show you how:

 

  1. Navigate to Team.
  2. Find and select your team member, then hit the Client Access tab.
  3. Press the clients you want (or don't want) this team member to have access and push Save.

 

Now you have your client's account active and can grant other firm members access to your client's companies. You can check out these articles for more information: 

 

 

I'm only a hop, skip, and jump away should you have any more questions. Enjoy the rest of your day! 

View solution in original post

MaryLurleenM
Moderator

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Good day, Brian,

 

You're right, the firm admin should be the one to get the invite. Once they received it and successfully have access to the client's company, that's when they can assign team members access. Assigning a team member's access on a client's account is easy. Here's how:

  1. Go to Clients.
  2. Find your client, then select Edit client.
  3. Go to the Team access section, then select +Show all team members.
  4. Select the team member you want to grant access.
  5. Select Save.

You can check out these articles for reference:

I'll be right here if you have additional questions.

View solution in original post

5 Comments
Anna S
QuickBooks Team

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Hello, @BC-MD.

 

I hope you're having a beautiful day. Allow me to give you some insight about your client not showing up and only you having access to the firm.

 

Sometimes your client's accounts can be rendered inactive in the client's list by accident. No worries, though. It's an easy fix. You can check their status and reactive their company by following these steps:

 

Show your inactive clients:

  1. Go to Clients and select the Gear icon above the ACTIONS column.
  2. Check the Include inactive checkbox to view all your inactive clients.

 

Make your clients active:

  1. Click Clients and select All Clients from the drop-down above the ACTIONS column.
  2. For the client, you want to make active, choose to Make Active in the ACTIONS column.

 

You can check your firm member's user access on the Team screen to see who has access to your client's accounts. This will also give you a list of all the clients your team members have access to. The steps below will show you how:

 

  1. Navigate to Team.
  2. Find and select your team member, then hit the Client Access tab.
  3. Press the clients you want (or don't want) this team member to have access and push Save.

 

Now you have your client's account active and can grant other firm members access to your client's companies. You can check out these articles for more information: 

 

 

I'm only a hop, skip, and jump away should you have any more questions. Enjoy the rest of your day! 

View solution in original post

BC-MD
Level 3

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Hi Anna,

I think I need to provide you with a little more info.  I’m a relatively new team / staff member at a CPA firm.  The firm got a new client with 2 sister companies… (both of which already use QkBks online).  During the discussion stage (prior to deciding to use our services) the owner / partner decided to assign the client and both sister companies to me if they decided to utilize the firms services. 

 

The client decided to go with us… (great!).  I took point onboarding.. and asked that they set me up with accountant access (using my company email address).  So I have access to both of the sister company’s QkBks databases. 

 

Unfortunately, the owner/ partner doesn’t have access… nor does anyone else at the firm. 

 

So my question is… how should a new client (who already has QkBks online and plans to continue paying directly) be brought on to the firm… so that the owner/ partner, who is the admin for the firm… has access and can grant access to various team members / employees at his CPA firm. 

 

I ask because, when / if I ever go on vacation, I want to ensure that another team member will be able to help this client (ie sister companies) with me having to share my user name and password.

 

I suspect that whenever a new client comes on board.. that the client needs to invite the owner/ partner / admin not a staff person like me… as the accountant.  However, I want to be sure before I go back to the client and ask them to resend the invites to our owner/ partner/ admin.

 

Thanks in advance,

Brian

MaryLurleenM
Moderator

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Good day, Brian,

 

You're right, the firm admin should be the one to get the invite. Once they received it and successfully have access to the client's company, that's when they can assign team members access. Assigning a team member's access on a client's account is easy. Here's how:

  1. Go to Clients.
  2. Find your client, then select Edit client.
  3. Go to the Team access section, then select +Show all team members.
  4. Select the team member you want to grant access.
  5. Select Save.

You can check out these articles for reference:

I'll be right here if you have additional questions.

View solution in original post

ahanson
Level 1

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

I am the Business Administrator at Faith Westwood United Methodist Church in Omaha.  For some reason I am not able to get into our account.  I have my password and have changed my password, but still no access.  When I enter my email address, it comes back that it can't be found.  How do we correct that so I can get access?

Nick_M
QuickBooks Team

2 new online customers that we will provide accounting srvs.. they are not showing up under the firm (I, a staff member, have access but no one else at the firm). Why?

Hey there, ahanson. 

 

Thanks for dropping by the Community. I;m more than happy to direct you to where you'll get the help you need. If you've already followed the steps laid out here in our recover your account when you can't sign in article. Then I would suggest reaching out to support. Because you can't access your account, you have a couple options to reach our support team, you can click the following link to find the intuit support contact information or you can click this link and activate the live chat in the bottom right hand corner. This will prompt an agent to help guide you step-by-step to recover your account. 

 

Thank you for your time and if you have any other questions, feel free to post here anytime. Thank you and have a happy day. 

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