Multifactor authentication does not work I do not receive the text message or the phone call to set it up. Im in Ireland

Let's get your multi-factor authentication working to verify your account, @accounts-failsaf.

Based on your description above, I can think of two possible scenarios. It's either you're trying to log into your QBO account or want to set up your bank account for online banking. I would appreciate it if you can provide additional details to help me provide the appropriate resolution to your multi-factor authentication concern.

Multi-factor authentication is an extra layer of security, wherein a one-time confirmation code is given when you log in. If you're trying to log in to QBO, the phone number you're using may not be associated with your Intuit account. That's why you didn't receive a text message or call. To check and correct the phone number associated with QuickBooks, let's log into your Intuit account. Here's how:

1. Log in to your Intuit account.
2. From the left menu, click Sign In & Security.
3. In the Two-step verification field, select Turn on.
4. Ensure your phone number is correct, and select Text message to receive a standard six-digit verification text code.
5. Select Continue.

Then, go back to the QBO login page to sign in and access your account.

To learn more about multi-factor authentication, please refer to this article: Verify your account with multi-factor authentication.

On the other hand, if you want to set up your bank account for online banking, I'd recommend contacting your financial institution to send you the code. Then once received, follow this article for the step-by-step guide: Connect bank and credit card accounts to QuickBooks Online.

Once connected and QuickBooks downloads your transactions, review them to keep your financial data updated. Please refer to this article for the complete details: Categorise and match online bank transactions in QuickBooks Online.

Also, to further guide you in signing into QuickBooks and managing the growth of your business and transactions using QBO, I would encourage you to check out these articles:

• Get help if you can't sign in to your QuickBooks Online account
• QuickBooks Help Articles - Includes topics about account management, taxes, and banking, to name a few.

Please let me know in the comments if you have other multi-factor authentication concerns in QBO. I'm always ready to help. Take care, @accounts-failsaf.

Hi thanks for the reply, firstly  I understand what multifactor authentication is as my business is IT support.

I can log in easily at the moment also, I want to protect my account by turning on multi factor authentication.

The problem is the text message or the phone call to turn it on are not being received.

The number listed is correct but the call or text never get received after I press setup beside phone number

The option for authenticator app is also unusable, ideally Id like to use authy but there is no option to set that up

so im stuck without MFA which is not ideal in todays world at all.

Help.

thanks

Good day, @accounts-failsaf. I'll help you proceed to turn on the multifactor authentication in your QuickBooks Online (QBO) mobile app.

You'll want to double-check the phone number in your sign in info if it's verified. Once it is verified, you can receive the code and then proceed to turn on the multifactor authentication on your QBO mobile app.

For visual reference, see the photo attached below.


If the issue persists, I recommend reaching out to our  team. This way, a representative will be assigned to check and conduct an investigation your account to determine the root cause of the problem. To contact, here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select  Contact Us and choose a way to connect with us:
     • Start a chat with a support expert.
     • Get a callback from the next available expert.
     • Ask the community to get help from businesses like yours.

In addition, I've got you these articles for future reference:

• Customise reports in QuickBooks Online.
• Memorise reports in QuickBooks Online.

If there's anything else that you'd like me to help you with, you can always notify me by leaving a reply down below. I'll keep an eye for your response. Stay safe!

yes that didnt work, the number is correct but again no txt or call is received. Ill try contact their support tks

Hi, did you ever get this sorted out?

I'm guessing not as I'm still having the same issue

Nice to have you in the Community space, @liamwaugh. I’m here to help and answer any questions you may have about QuickBooks. 

If you already followed the troubleshooting steps on the thread, you can contact our phone support team by using the Help button within your QuickBooks Online (QBO) account. 

Here’s how to get in touch with our representatives:

1. Log in to your QuickBooks Online account.
2. Press the Help menu at the top to open the support window.
3. Go to the Assistant tab and enter a brief description of your concern in the Type something box.
4. Click the Contact Support Team menu to view the contact information.
5. Then choose to Start a chat. 

You can also visit our support hours page, to know when our live support team is available. 

Visit this article for more information about using Two-step verification in QBO: Verify your QuickBooks Online account with multi-factor authentication or two-step verification. 

Know that I'm determined to help you get this sorted out as soon as possible. Should you need further assistance setting up verification in QuickBooks? You can always get back to me anytime. It'll be my pleasure to help you out again. Take care! 

Thanks for the reply. Unfortunately your instructions don't work - when trying to select the Assistant tab, I get the message "This feature is temporarily unavailable. We are aware of the problem and are working on a fix."

Hello there, @liamwaugh.

Let's perform some troubleshooting steps so you can get in touch with one of our support through the Help menu in QuickBooks Online (QBO).

You may have a browser cache-related issue in your account. Your browser saves files to load websites faster on your next visit. But over time, it'll get outdated, which can cause performance issues using QBO.

To fix this, you can perform some troubleshooting steps. Start by pulling up your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Once signed in, go to the Help menu and contact support. You can also refer to this article for the complete guide: How and when can I contact Support?.

If you're able to do so, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performance issues. However, if this matter continues, I'd recommend using other supported browsers.

In case the error message continues after performing the troubleshooting steps above, you can utilize our direct chat link to get in touch with one of our support.

Also, you may want to check out one of our Help pages as your reference to guide you in managing your company's growth and transactions using QBO: QuickBooks Learn and Support. It includes topics about taxes, banking, and reports, to name a few.

Let me know if you have other account management concerns or questions about multi-factor authentication in QBO. I'll gladly help. Take care, and have a great day, @liamwaugh.

I have the same issue, is the problem solved? Thanks Serene

Hi, Serene. I'm here to help you overcome this two-step QuickBooks Online verification issue.

A few factors to consider, so you'll receive a verification text message. 

• The phone number is associated with your Intuit account.
• The mobile device can receive SMS.
• Your phone plan includes SMS messages.
• The phone plan allows you to receive messages from shortcodes (5 Digit Numbers). To check if this is the case, contact your mobile provider support number and ask if your plan allows you to "Receive SMS from shortcodes". If this functionality is disabled, ask your mobile carrier to turn it on to start receiving SMS.

Check out this article for more details: I am not getting a verification code from Intuit on my phone.

Aside from that, you can log in to your Intuit account and enter your phone number from there. Here are the steps:

1. Log in to your Intuit account.
2. From the left menu, select Sign In & Security.
3. In the Two-step verification field, select Turn on.
4. Ensure your phone number is correct, and choose Text message to receive a standard six-digit verification text code.
5. Click Turn on.
6. Enter the code, then select Continue.

If the problem continues, I suggest contacting our Phone Support to further check on this and provide other resolutions.

In addition, these links provide more information on how to resolve login issues with QBO:

• Reset your password or recover your user ID for QuickBooks Online
• Change the email address you use to sign in

I'll be around if you have additional questions about managing your account. Have a good one!

Hi GlinetteC, I've called Malaysia telco and no problem receiving messages from shortcodes.

I wondering any other way to verify instead of text message. I just want to add Accounting Firms under users. Pls advice. Thanks

Hello, Serene.

I understand that you're having difficulty receiving text codes. Let's work together to troubleshoot the issue so you can add your accountant in QuickBooks Online.

The method by which we send your code depends on the option you chose; you may receive it via text or voice message. You may have accumulated too much historical data. Whenever you visit a website, it saves some information from the web page in its cache and cookies. These files allow the websites you visit most often to load faster. Not to worry, clearing them will do the trick.

First, let's try accessing your account through an incognito window to rule out the possibility of a webpage issue. You can refer to these shortcut keys to open an incognito window in all supported browsers:

• Chrome: Ctrl + Shift + N
• Firefox: Ctrl + Shift + P
• Safari: Command + Shift + N

If you receive a text code, switch back to your regular browser. Then, clear the cache. This way, you can access QuickBooks with a clean slate. You can also use a different supported one.

If you're still experiencing the same issue, I recommend contacting our Customer Care Support team. This way, they can take a closer look at this behavior and raise a ticket to our engineering team if needed.

I've also added these articles for you to read and gain more knowledge on managing user profiles:

• Manage Users
• User Roles and Access Rights
• Managing Accountant Users

Don't hesitate to reach out to us again if you have any further concerns about adding users. We're always here to help you with all your QuickBooks needs. Have a great day!

Hi LieraMarie_A, 

i've tried all the suggested tricks prob still the unsolved (no voice or text message available). Will contact customer care support team again tomorrow. Thanks