I cant access my clients self employed account. it keeps asking me to choose sole trader or landlord?

In QuickBooks Self-Employed (QBSE), only your client can select their business type as either Sole Trader or Landlord when logging into their account, jmw.

Please know that accountants can't make the selection. This choice needs to be made by your client when they login to their QBSE account, ensuring the account settings are correctly configured according to their specific business type.

I'll provide these resources in case you need more information when processing tax return: 

• Self Assessment for Income Tax Checklist for QuickBooks Self-Employed
• Use Reports to Fill in Your Tax Return in QuickBooks Self-Employed

If you need further assistance with QBSE-related concerns, please don't hesitate to revisit this forum. We're available 24/7 to assist you.

I still cant access this, i spent 2 hours on the chat today and kept getting passed around, can someone please look at the attached and help please

Thanks

Jo

NAME DATE TIME MESSAGE
Jo 06/10/2025,
10:58 AM
Hello there! You are connected to our on-demand team who will answer any of
your questions about QuickBooks.
Jo 06/10/2025,
11:00 AM i cannot access a clients sole trader account
Jo 06/10/2025,
11:00 AM Help is on the way. You’ve got a spot in line.
Mauhra 06/10/2025,
11:01 AM Mauhra has joined the chat
Jo 06/10/2025,
11:02 AM Hi Mauhra
Mauhra 06/10/2025,
11:02 AM
Hi, Thank you for contacting Intuit QuickBooks Online UK. My name is
Mauhra. How are you doing today?
Jo 06/10/2025,
11:02 AM good thanks
Mauhra 06/10/2025,
11:03 AM That is nice to know that you are doing good. How can I help you for today?
Jo 06/10/2025,
11:04 AM i have a client xxxx who i cant access
Jo 06/10/2025,
11:04 AM
it keeps asking me to chose sole trader or landlord and when i do it wont bypass
that screen

Mauhra 06/10/2025,
11:06 AM
Thank you for confirming Jo, the specific subscription for that QuickBooks that
you wanted to access, is it QuickBooks, sole trader?
Jo 06/10/2025,
11:06 AM yes it is
Jo 06/10/2025,
11:07 AM no quickbooks self-employed
Jo 06/10/2025,
11:07 AM sorry
Mauhra 06/10/2025,
11:09 AM
I see, thank you for confirming Jo, so it is a QuickBooks self employed, I need
to transfer you over to the right department. Stay on this chat, alright?
Jo 06/10/2025,
11:09 AM ok thanks
Mauhra 06/10/2025,
11:10 AM
Mauhra 06/10/2025,
11:10 AM Processing transfer request
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1 of 7 10/06/2025, 12:19
NAME DATE TIME MESSAGE
Lennie
jane
06/10/2025,
11:12 AM Lennie jane has joined the chat
Lennie
jane
06/10/2025,
11:13 AM
Thank you for messaging Intuit QuickBooks Self-Employed UK. My name is
Lennie. How are you today?
Jo 06/10/2025,
11:13 AM good thanks
Lennie
jane
06/10/2025,
11:14 AM
Great to hear. How can I help you today?
Jo 06/10/2025,
11:14 AM i have a client 'xxxx' that i cant access
Jo 06/10/2025,
11:14 AM
it keeps asking me to chose sole trader or landlord and when i do it wont bypass
that screen
Jo 06/10/2025,
11:15 AM he has been using quickbooks so it shouldnt go onto this screen
Jo 06/10/2025,
11:15 AM the first screen comes up as follows
Jo 06/10/2025,
11:15 AM
Is QuickBooks Self-Employed right for you?
I’m not VAT-registered
I don't plan to register for VAT
I'm not a partnership or limited company
If you think you need QuickBooks Online instead,call us on 0808 168 9533.
Jo 06/10/2025,
11:15 AM
Are you a sole trader or a landlord?
We’ll use this information for your Income Tax estimate.
Not sure? Read our guidance or call 0808 168 9533.
I’m a sole trader
I pay tax on income from running my own business.
BETA
I’m a landlord
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2 of 7 10/06/2025, 12:19
NAME DATE TIME MESSAGE
I pay tax on income from renting out UK property.
Jo 06/10/2025,
11:15 AM If i choose say sole trader
Jo 06/10/2025,
11:16 AM it looks like it is loading and then i get this again
Jo 06/10/2025,
11:16 AM
Is QuickBooks Self-Employed right for you?
I’m not VAT-registered
I don't plan to register for VAT
I'm not a partnership or limited company
If you think you need QuickBooks Online instead,call us on 0808 168 9533.
Lennie
jane
06/10/2025,
11:18 AM
Got it, Jo. Is it the first time that you're trying to access that certain client's
account?
Jo 06/10/2025,
11:19 AM i think so
Lennie
jane
06/10/2025,
11:19 AM Have you successfully accessed your client's account before, Jo?
Jo 06/10/2025,
11:20 AM not this one no
Jo 06/10/2025,
11:20 AM but i can access other self employed clients
Lennie
jane
06/10/2025,
11:21 AM
Self-Employed and Sole Trader are two different subscriptions plans, is your
client Sole Trader?
Jo 06/10/2025,
11:22 AM he is self employed
Jo 06/10/2025,
11:22 AM and the subs is self employed
Lennie
jane
06/10/2025,
11:24 AM
Okay, got it. Just to make sure we are on the same page Jo, you were trying to
access your client's Self-Employed account however, you keep getting the same
pop-up message on your screen, is that correct?
Jo 06/10/2025,
11:24 AM yes thats correct
Lennie
jane
06/10/2025,
11:24 AM
For verification, please share your full name and the email address associated
with your account.
Jo 06/10/2025,
11:25 AMxxxxxxxxxx
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3 of 7 10/06/2025, 12:19
NAME DATE TIME MESSAGE
Jo 06/10/2025,

Lennie
jane
06/10/2025,
11:25 AM Thank you. I’m just checking your details, this may take a few minutes.
Lennie
jane
06/10/2025,
11:25 AM That’s your account verified. Thanks for waiting.
Lennie
jane
06/10/2025,
11:26 AM Let's try a few troubleshooting steps in accessing your client's account.
Jo 06/10/2025,
11:26 AM ok thanks
Lennie
jane
06/10/2025,
11:26 AM May I ask what browser are you currently using?
Jo 06/10/2025,
11:26 AM firefox but i have tried it in edge too
Jo 06/10/2025,
11:27 AM
I have disabled pop ups and cleared chache on both. i can access it on my phone
but i get no transactions showing and the client says he has used it
Lennie
jane
06/10/2025,
11:27 AM
Let's try using a private browser within Edge. After opening Edge, click on the
three dots on the upper right and select New InPrivate window.
Jo 06/10/2025,
11:28 AM ok done
Lennie
jane
06/10/2025,
11:29 AM
Then try logging in again to your accountant account through this website:
quickbooks.intuit.com/uk
Jo 06/10/2025,
11:29 AM ok
Lennie
jane
06/10/2025,
11:30 AM Let me know once you're logged in, Jo. Take your time.
Jo 06/10/2025,
11:30 AM ok im in
Lennie
jane
06/10/2025,
11:31 AM
Now go to your clients list again and try to access it. Let me know if is still has
the same error message.
Jo 06/10/2025,
11:32 AM yes i get the same again
Jo 06/10/2025,
11:32 AM 😞
Lennie
jane
06/10/2025,
11:35 AM
Is it okay if we will have screenshare session so I can exactly see the behavior of
the error, Jo?
Jo 06/10/2025,
11:36 AM of course
Lennie
jane
06/10/2025,
11:39 AM
Thank you. I have sent you an email with the link regarding the screensharing
that we will be doing today.
Jo 06/10/2025,
11:39 AM thanks got it
Jo 06/10/2025,
11:40 AM 82454
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4 of 7 10/06/2025, 12:19
NAME DATE TIME MESSAGE
Lennie
jane
06/10/2025,
11:40 AM Thank you, I'm now connecting to your screen.
Lennie
jane
06/10/2025,
11:41 AM I will only have a view-only access to your screen, so please follow my cursor.
Jo 06/10/2025,
11:41 AM ok
Lennie
jane
06/10/2025,
11:42 AM Let's go to the page where you got the error, Jo.
Jo 06/10/2025,
11:44 AM its driving me mad lol
Lennie
jane
06/10/2025,
11:48 AM
I apologise for the inconvenience, Jo. Is it okay if I'll be checking my resources
first regarding this kind of error in accessing your client's account?
Jo 06/10/2025,
11:49 AM ok
Jo 06/10/2025,
11:49 AM will you stay on my pc
Lennie
jane
06/10/2025,
11:50 AM Yes, Jo. Please bear with me for a few minutes, thank you.
Jo 06/10/2025,
11:50 AM ok thanks#
Lennie
jane
06/10/2025,
11:58 AM
Thank you for your patience, Jo. I've consulted to our higher support about this
concern and they recommend you to be transferred in the Accountants
department, since the error is within the accountant's access.
Lennie
jane
06/10/2025,
11:58 AM
Let the next representative know that you can also have screenshare with them.
Thank you for your time today.
Jo 06/10/2025,
11:58 AM thank you Jo
Jo 06/10/2025,
11:59 AM will you trabsfer me
Lennie
jane
06/10/2025,
11:59 AM
Lennie
jane
06/10/2025,
11:59 AM Processing transfer request
David 06/10/2025,
12:06 PM David has joined the chat
Jo 06/10/2025,
12:06 PM hello
David 06/10/2025,
12:06 PM
Hello, thank you for contacting Intuit QuickBooks Online! My name is David,
how are you today?
Jo 06/10/2025,
12:06 PM good thanks
David 06/10/2025,
12:07 PM
Hi Jo, just quickly scanned the above thread- is this an issue with a QBSE self
employed client?
Jo 06/10/2025,
12:07 PM yes it is
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NAME DATE TIME MESSAGE
Jo 06/10/2025,
12:07 PM
can we share screens to speed up process please i have a meeting soon and have
been trying to sort for over an hour!
David 06/10/2025,
12:09 PM
I am sorry, whoever transfered you has accidentally sent this through to the
online side of QB, you would need to be with the SE side, as they are fully
trained with the product, where I am not sadly, just putting you through now,
aplogies for this.
David 06/10/2025,
12:09 PM
David 06/10/2025,
12:09 PM Processing transfer request
Jo 06/10/2025,
12:09 PM they said i needed you!!!!!!!!
Kimberly
joice
06/10/2025,
12:09 PM Kimberly joice has joined the chat
Kimberly
joice
06/10/2025,
12:10 PM
Thank you for messaging Intuit QuickBooks UK Support. My name is Kim. How
are you today?
Jo 06/10/2025,
12:11 PM good thanks
Jo 06/10/2025,
12:11 PM i have been on for an hour and half and keep getting passed about!
Jo 06/10/2025,
12:11 PM Please can someone sort this for me now!
Jo 06/10/2025,
12:12 PM i am starting to get really fed up of being passed about now
Jo 06/10/2025,
12:12 PM know its not your fault
Kimberly
joice
06/10/2025,
12:13 PM
Alright, Jo as I can see here you have been passed on from our previous expert
now. I understand if you're feeling a bit frustrated now. Surely, I'll do everything
that I can to help you within my reach.
And before anything else, I'll need you to provide me your full name and email
address so that I can check the account quickly.
Jo 06/10/2025,
xxxxxxxx
Kimberly
joice
06/10/2025,
12:15 PM
Thanks jo, kindly tell me more about your concern whilst I'm checking here on
our end.
User 06/10/2025,
12:18 PM it looks like it is loading and then i get this again
User 06/10/2025,
12:19 PM
Are you a sole trader or a landlord?
We’ll use this information for your Income Tax estimate.
Firefox about:blank
6 of 7 10/06/2025, 12:19
NAME DATE TIME MESSAGE
Not sure? Read our guidance or call 0808 168 9533.
I’m a sole trader
I pay tax on income from running my own business.
BETA
I’m a landlord
I pay tax on income from renting out UK property.
User 06/10/2025,
12:19 PM i keep getting this screen when i access it
User 06/10/2025,
12:19 PM
Is QuickBooks Self-Employed right for you?
I’m not VAT-registeredI don't plan to register for VATI'm not a partnership or
limited company
If you think you need QuickBooks Online instead,call us on [Removed].
User 06/10/2025,
12:19 PM are you there
Firefox about:blank
7 of 7 10/06/2025, 12:19