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How do I recover my QuickBooks Online account when it says my email address can't be found?

Forum|Forum|3 years ago
August 21, 2023
27 replies
279 views

My account has disappeared again. It happened on June 19th. It was logged in on the 17th, I was out of the office on the 18th, when I returned on the 19th and tried to login into to QBOA, it says "We can't find anyone with [email address removed]." Using chrome incognito, I was able to login and chat with an Adriano Jr on the 19th and was told that it's possibly a security issue and it's being looked at on the back end. I did not receive a reference number so I can't check the status of this issue. And, NO ONE can seem to tell me how this happens. How does an account become deactivated when it wasn't done by the firm or the individual, twice in four months????? Since June 19th, I have tried, every day, to login to QBOA and I am still getting the error. This is absolutely ridiculous!!! Am I the only one this is happening to?

Best answer by sofiamdc-2341

If QuickBooks Online no longer recognizes your email address when you try to sign in, there are two ways to get back in:

Option 1: Recover using your registered phone or email

This is the fastest path if you still have access to the contact information on your account.

1. Go to the Intuit sign-in page.

2. Select I forgot my user ID or Password.

3. Enter your phone number or email address, then select Continue.

4. Choose how you'd like to receive your verification code (text or email).

5. Check your text messages or inbox for the code. Important: open your email in a new browser tab — don't close the tab with the sign-in page.

6. Enter the code and select Continue, then follow the prompts to reset your password or complete sign-in.

Option 2: Submit an account recovery form

If you can no longer access your registered phone or email, you can verify your identity by uploading a valid ID. Accepted documents include a driver's license, state ID, passport, or notarized document.

1. Go to the account recovery form

2. Fill out the required information.

3. Upload a high-quality photo of one of the accepted documents.

4. Submit the form.

Recovery requests are reviewed Monday to Friday, 8 AM to 5 PM Pacific.

Troubleshooting verification codes

If the code isn't arriving by email, check your spam or junk folder and make sure do_not_reply@intuit.com is on your approved sender list. If the code was sent by text, confirm your phone isn't blocking numbers 88811 or 97962. You can also select I didn't get an email or I didn't get a text message on the sign-in page to request a new code.

If the code isn't working, only the most recently issued code is valid. If you requested several, wait for the latest one and use only that one.

Once you're back in, you can update your sign-in email, user ID, or password any time through the Intuit Account Manager.

If these steps don't get you back in, contact our support team directly at https://quickbooks.intuit.com/learn-support/help/en-us/contact-us. They can review your account history and escalate the issue to the right team.

We're glad you reached out, and we're here if you have any follow-up questions. Just reply below.

Helpful Resources:

Recover your Intuit Account if you can't sign in

JaeAnnC

Level 6

I wish you didn't have to encounter this issue twice, @ToyaJaye. I understand how frustrating it can be to be unable to access your QuickBooks Online Accountant (QBOA) account. Don't worry. I'm here to point you in the right direction to resolve this issue as quickly as possible.

It's our utmost priority to help. However, Community is a public forum, and we're unable to pull up your account information for privacy purposes. That said, I suggest reaching out to our customer support team. While I'm aware you've already reached out to them, we'll need to get in touch again so they can review your previous case and provide updates about your account status. They also have the ability to look into this further and raise an investigation if necessary.

Since you're unable to sign in to your account, you can call us through our phone number provided in this link: Contact QuickBooks Online Accountant and ProAdvisor Support.

Furthermore, I'm sharing these articles as your guide in managing your Intuit account information:

Please don't hesitate to swing by the Community whenever you need additional help accessing your account. We're always available to offer assistance. Keep safe.

A

AntB

No ... its happening to me and I can't even find a phone number to call about it. I believe I'm going to another provider. This is ridiculous. And you still taking money out of my account.

J

JamesAndrewM

Moderator

I'm here to help you get the best person you need.

To speak with one of our support representatives, you may request a callback by clicking the Help symbol at the upper right of your QBO account. Follow the instructions below:

1. Sign in to your QuickBooks Online company. Click Help (?).

2. Select either tab: Assistant or Talk to a Human.

3. Search or select Contact Us.

4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

Or you can visit this article and scroll down to see their contact information: Contact QuickBooks Online Accountant and ProAdvisor Support.

You can visit this article to learn ways to customize your reports: Common custom reports in QuickBooks Online.

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead.

R

Roark

This just happened to me! Are you kidding me! I've been with QB since 2012. All of a sudden I go to log in to my online account and it says that it can't find anyone with my email address. My entire account is just GONE!

This is going to be a class action lawsuit by the looks of everyone this is happening to. I am furious.

"#1 Sign in to your QuickBooks Online company. Click Help (?)."

LMAO!!! it's not letting me sign in at all as it does not recognize my account.

M

Mac012021

I too have been locked out since September 14. I logged in on September 13 and September 14 my email is not found. Not only did I lose my QBO account, but my whole intuit account has disappeared/been deactivated. I have spoken to customer service many time and uploaded my id several times and nothing. Each time I am told this has to be escalated to tier 3 support, but nothing is changing. I get an email requesting my id, I upload and I get denied. All of the online help says to login to your account, which is impossible since I have been locked out! I tried creating a new account, but can't do that because my email addresses are "associated with another account". This is so frustrating!

T

ToyaJayeAuthor

Hi Mac012021. To this day, still no one can say how I disappeared in the first place. However, after I finally talked to a live person, he discovered that I'm listed as a QBO user twice under the firm account. The initial time I disappeared, my boss invited me as a user under my personal email address. After accepting, I went in and changed the personal email to my work email. Well, somehow my original user profile reappeared and I ended up having two user profiles. I had to change the 2nd invite back to my personal email address, then deactivate that user and activate my original one; this allowed me to get my original user profile back (the one that's connected to my proadvisor profile). That happened a few of months ago, I haven't had the issue since. Hope this helps.

S

Superior Janitorial 47

This exact thing is happening to me right now, it has been 5 days now. I have spoken to over 12 representatives and each of them have done nothing. They have me sending in documentation and my ID and still have not helped. My business has thousands of client documentation and employee information. They probably make 2k off of me a month in their fees and still can’t help me. There is no way I am going to just walk away from this, I am a few days away from lawyering up and demanding compensation

A

Apendergrass03

Was this ever resolved? We are on day 4 of 17 years of information just gone....!

A

Apendergrass03

Was this ever resolved? I am on day 4 of of 17 years of data just gone!! No one can tell me anything.

R

RN_

I believe this has also happened to our account. My personal work account, a full admin access account, has vanished with no trace as of how/why. I conducted an audit of our user activity log and am not finding a "removed user" log. I also never received an email notification about any change to my account or access. Although I have access through our accountant file, and am able to resend an invite, I am mind boggled as to how this would just randomly happen to accounts. By the looks of this thread, it has happened quite a bit in the past months with no real answer from QB. This is absolutely unacceptable! Unsure of re-adding myself so I can prove I went missing in the first place. Has anyone received a solid explanation? Next steps? Was it ever resolved?

4

4Gal

Level 5

@RN_

It seems like this was a glitch and it could happen to anyone and they couldn't solve it. Consider regularly converting your data to QB Desktop files for archiving. You can use the trial version to access files.

S

StLCE

This exact thing happened to me. This is a crushing blow to our company financially. We process 100 invoices a day this time a year. We use QBO API's with our in-house software. We run payroll through QBO. We have 50 employees. It's the Christmas season & this erodes trust greatly. The way Quickbooks handles this through Customer Service people to escalate to other people is horrible. It takes days. We run 2 shifts(16/hr days) and 6 days a week when busy. The firewall of Customer Service reps to get it to the right people at Quickbooks is unacceptable. We trusted you with our business, our financial lives and the lives of our employees. HELP US NOW!!!!!

K

KimberlyS

Moderator

We appreciate you joining us in this thread, Jocelyn001. I'll help you get relevant help from our technical team to ensure you can sign in to your Intuit account without errors.

Beforehand, could you access your account using an Incognito or private window? If so, please ensure the QuickBooks website isn't blocked in your browser. This can also prevent you from finding and signing in to your account.

Depending on your browser, you can refer to this article for guidance: Why doesn't anything happen when I select a button or link?

If the issue persists, I recommend contacting our customer support team for further assistance. They can thoroughly dig into this matter and determine why you're unable to access your account. Accordingly, they can provide the most appropriate fix or workaround to get you back to business.

To connect with them, access this link and log in to your account using a private window: https://quickbooks.intuit.com/learn-support/help/en-us/contact-us.

Alternatively, scroll down to the section entitled I've tried all of the self-help options and still can't sign in in this material to locate their contact information: Recover your Intuit Account if you can’t sign in.

Moreover, you may want to enhance your data security by updating your sign-in credentials or other information for your QuickBooks products. Note that you can do this directly in the Intuit Account Manager.

Please feel free to reach out in this forum whenever you need help accessing or navigating your QuickBooks Online company. We are here to answer your questions and provide the guidance you need

sofiamdc-2341

Answer

Community Manager