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Thank you for bringing this to our attention, Kwesi. We can explore a few options, including checking your spam folder, resetting the password, or requesting a new verification code for account access. Let me elaborate on this and walk you through these fixes.
If they've lost or forgotten their credentials but still have access to the phone number or email address linked to their account, they can change the email address, phone number, and password to regain access. To do that, here's how:
- Navigate to our sign-in help page.
- Enter the phone number, email address, or user ID for your account.
- If you enter a phone number or email address, we’ll send you a text or email with a verification code.
- Input the verification code or follow the directions in the message.
- When asked, update your password or choose to Skip.
If they are not receiving the verification code, it's a good idea to have them check their junk or spam folders to see if the email went there. Also, verify the email addresses they've used to sign up for the account. It would also be helpful to unblock or add Do_not_reply@intuit.com as an approved sender in their email settings.
Moreover, if they receive a code that doesn’t seem to work, they can request another code by selecting I didn’t get an email or I didn’t get a text message. If they're locked out of their QuickBooks Online (QBO) account, advise them to wait 15 minutes before trying to sign in again.
For more recovery options, please refer to this article: Recover your Intuit Account if you can’t sign in.
You can also check out this material to update your payment method and information in QuickBooks: Manage billing, payment, and subscription info in QuickBooks Online.
Our top priority is ensuring you can successfully access your account, Kwesi. Take your time going through these troubleshooting steps with your colleagues. If you run into any challenges or have questions, I’m here to help.