Level 1

I invited a new user, but she cannot sign in after accepting the invitation to QB Online. The message says that there is no QB Online account associated with that email.

 
QuickBooks Team

Account management

I've got you covered, @lvolk

I'd be glad to offer my assistance with your user issue. Let's review the steps on how to invite a user and allow your user to accept it to ensure that it's working properly. Don't worry. It's a piece of cake. 

 

Here's how: 

Step 1: Invite your new user

 

  1. Go to the Gear (Settings) icon in the top right-hand corner. 

  2. Under the "Your Company" column, choose Manage Users

  3. Press Add user

  4. Pick the user type you want for them. 

  5. Enter their name and email address and then click Save

 

Step 2: Have your user accept the invite

Your user will get an email from quickbooks-email@intuit.com. It will include a message saying, "Ready to get started? Let's go!" and your business name. Let your user tap the "Let's go!" link. This will take them to the sign in or account creation page. They need to sign in or enter info to create a new account. 

 

Afterward, you can check out this link to help manage your users.  

 

After doing these steps, your new user should be able to log into the account successfully. It's my priority that you're able to get back to running your business. I value you and the success of your business. I'm only a comment away if you need me. Have a fantastic day!

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Level 1

Account management

Hi Candice C,

Thank you for the reply! My new user clicks on the "Let's Go" link and is taken to a Sign-In window. She needs to create an account, but that option is not available. That is where we meet a brick wall. 

Moderator

Account management

Hello @lvolk,

 

Currently, we have an ongoing issue where customers are unable to invite a user because of an error saying that there's no company associated with the email. Rest assured that our engineering team is in all hands working to fix this as soon as possible.

 

With this, I'd recommend contacting our customer care support since they haven't posted a workaround yet. From there, one of our specialists will create a ticket so your account will be added to the list of affected users. To do so:

  1. Go to Help.
  2. Select Contact Us.
  3. Enter Invited user can't create an account with an error in the What can we help you with? field.
  4. Click Let's talk.
  5. Choose a channel where you wish to connect with our dedicated support.

Once added, you'll receive all the available updates about this investigation through a message in your company email.

 

Additionally, I've also included this helpful article to get a better view of the access and permissions you can provide when inviting a user: Learn about the different user types and levels of access in QuickBooks Online.

 

We appreciate your patience as we're working on this. Please let me know in the comments below if you have any other questions. Stay safe!

Level 1

Account management

Hello JonpriL. Thank  you for your reply!

 

I have tried to get Customer Support through the "Help" icon, but something isn't working correctly there. I cannot get through to Customer Support. The process doesn't make sense and is frustrating. There's no option to "talk to us" as there used to be. I tried to choose "chat", but was never connected. Except for this Community Support Forum, there seems to be absolutely ZERO options to contact Customer Support. Your assistance is very much appreciated, but I do not know how to go about creating a ticket as the process you describe didn't work for me. Thank you!

QuickBooks Team

Account management

I can share steps so you can connect with our live support, @lvolk.

 

To start, let's access your QuickBooks Online (QBO) account in a private browser. There are times that the browser is full of frequently-accessed page resources, thus causing a problem when running websites, like QBO. 

 

Opening a private browser may vary depending on the Windows version you use, please refer to these shortcut keys:

  • Google Chrome: click Ctrl+ Shift + N 
  • Mozilla Firefox and Microsoft Edge: press Ctrl+ Shift + P
  • Safari: hit Command+ Shift + N

 

Once signed in, follow the steps outlined by my colleague, Jonpril to connect with our support team. qbohelp5.JPG

 

If this works, go back to your regular browser and clear the cache. It helps to boosts the loading time of web pages and improves the performance of your system. We also advise periodically clear them to prevent web problems. If not, you can use other supported browsers

 

You can also use the QBO test drive to contact our phone support:

 

  1. Head to the QBO test drive at this link to open the program.
  2. Click the Help icon and select Contact us.
  3. In the What can we help you with? field, enter a brief description of your concern. Example: Invited user can't create an account with an error.
  4. Tap Continue.
  5. Choose either Send a message or Get a callback

 

For handy articles that will guide you while working with QuickBooks such as for reports and accounting, banking and bank feeds, account management, inventory and projects, etc. You can head to the QBO help articles page at this link.  

 

Don't hesitate to post again here if you have QuickBooks related concerns. I'm always here to help. Have a good one.