User cannot log in

Thanks for reaching out to the Community, Yvette2547.

May I know the specific issue you experience when logging into your account? Any additional information can help me provide a timely resolution.

In the meantime, let’s perform some basic troubleshooting so you can sign in to your account. Clearing the cache in a browser and clear the browsing history may fix this. Let's confirm first using your browser's private window.

Here's how:

• Google Chrome: press Ctrl + Shift + N.
• Mozilla Firefox: press Ctrl + Shift + P.
• Internet Explorer: press Ctrl + Shift + P.
• Safari: press Command + Shift + N

You can also use a different browser since every browser uses a different cache storage folder on your computer. Click this article to see how to clear the cache. 

However, if you’re experiencing a different issue, check out the Get help if you can't sign in to your account guide. The troubleshooting is scenario-based, so I suggest following the steps that fit your situation. 

Aside from that, I'll share the steps with you on how you can get a phone support representative. Here's how to reach out to them: 

1. Click the Help menu in the upper-right-hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

Please know our supports are available every 6:00 am-6:00 pm from Monday to Friday and 6:00 am-3:00 pm Saturday.

I'm just one click away if you need anything else in running your business in QBO. I'll be here to ensure your success. Have a great day ahead. 

Hi 123146501134029,

We're unable to recover a forgotten password however, I've got the steps on how you can reset it. Let me guide you with these steps:

1. On the Sign In page, click the I forgot my user ID or Password hyperlink.
2. Enter either your Phone number, email or user ID.
3. Click Continue.
4. Choose how you want to reset your login information.
5. Click Continue.

If you want to update your email or user ID, you can check this link to do so: Change your email, user ID, or password for QuickBooks.

You can also visit our Help page for some guide in managing your account.

There you have it. Don't hesitate to reach out to me if you have other concerns with your account. Keep safe!

Let’s get this problem resolved so you can reset your password, @Osmanecunha62. 

In most cases, browser-related problems are the reason why users encounter unexpected behaviors. You can clear your browser’s cache to help the program run better. Once done, close your browser and reopen it. Then, try to reset your password.

You can use these resources for complete instructions on how to change your login information:
 

• Reset or change your login information for QuickBooks Online, QuickBooks Online Accountant, and QuickBooks Self-Employed
• Recover your account when you can't sign in

I’ve added this article in case you’d like to edit your contact details and manage your users, most especially their access: Get started and adjust settings after you sign up for QuickBooks Online.

If you have any other questions or concerns besides resetting your password, just let me know. I'm here to help any time. Always take care!

Hi there, Tom9580.

Were you able to access now your QuickBooks Online account?

If not, you can browse this article to learn how to retrieve your account: Get help if you can't sign in to your QuickBooks Online account. It provides troubleshooting steps depending on your login issue.

If you're still unable to access your account, you may consider contacting our QuickBooks Live Team. That way, they can check if you have an existing QuickBooks account and help retrieve it for you.

Here's how:

1. Go to Help (?).
2. Select Contact Us.
3. Choose a way to connect with them:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

You also have the option to call them in case the chat or callback option isn't convenient to you. Please browse this article to get the phone number: QuickBooks Online Support.

Don't hesitate to post again if you have other QuickBooks concerns. I'm always around to help you.