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wmkmichael
March 11, 2025
Solved

What do I do if my QuickBooks account was hacked and the two-factor authentication phone number was changed?

  • March 11, 2025
  • 5 replies
  • 76 views

Hi all,

 

Our online account was hacked last week, and the hacker added their phone number for 2FA. We urgently need help because we can't change the phone number or do anything since it always sends the code to that number. There's no option to send the code to an email or any other way. We tried filling out the account recovery form, but the request was instantly rejected, even though we provided all the correct information matching our driver's license, etc. There's no phone number to call, only an email to [email address removed]. We received an initial automatic reply but no follow-ups for several days. We have a business to run and can't do anything without bypassing the 2FA requirement. Has Intuit abandoned their customers? What do we need to do to get help?

Best answer by sofiamdc-2341

If your account has been compromised and someone else changed your two-factor authentication phone number, don't worry. You can verify your identity through Intuit's account recovery form, which lets you prove ownership without needing access to the phone number currently on file.

 

How to recover your account without access to the registered phone number

When you're unable to access the phone number or email linked to your account, you can submit an identity verification form along with a government-issued ID. Accepted documents include a driver's license, state ID, passport, or a notarized document.

  1. Head over to the account recovery form at account-recovery.app.intuit.com.
  2. Fill out all the required fields carefully, ensuring every detail matches your identity document exactly.
  3. Upload a clear, high-quality photo of one of the accepted documents.
  4. Submit the form.

Forms are processed Monday through Friday, 8 AM to 5 PM Pacific. Once your request is reviewed and approved, our team will follow up with next steps to help restore your access.

 

If your recovery form was rejected

If your form gets rejected, it usually means the information submitted didn't match what's on file. Before sending a new request, double-check that the name, date of birth, and other details you enter match your ID exactly. Be sure to use a current, unexpired government-issued document and verify that the photo is clear and easy to read.

 

Working with QuickBooks support on a compromised account

To protect your account, our support team needs to verify your identity before making any changes. When you reach out to support, please have these items handy:

  • The email address linked to your account
  • Your business name and any setup details for the account
  • A copy of the government-issued ID submitted with your recovery form

You can connect with support directly inside QuickBooks Online by clicking the Help icon, then selecting

 

Contact Us

If you have any other questions about securing or recovering your account, please let us know. We're always here to help!

 

Check out: Recover your Intuit Account if you can't sign in

 

5 replies

C
ClaireSamanthaSQuickBooks Team
QuickBooks Team
March 11, 2025

Since direct access to your account has been compromised, the most secure and effective way to verify your identity and regain control is by reaching out to customer support, Michael. I will connect you with our Customer Support Team, who are well-equipped and ready to assist you with this issue.

 

I suggest reaching out to our live support team to get your name included on the list of affected users. This will help ensure that you receive prompt email updates on the latest developments. To get in touch with the support team:

 

  1. Sign in to your account, then go to the Help menu.
  2. Tap on Contact Us from the Search tab.
  3. Enter a short description of your concern.
  4. Choose a way to connect with support.

 

I will include this article that provides more details and outlines the times at which our Customer Support Team is available for assistance: Get Help with QuickBooks Products and Services.

 

Intuit protects your information with advanced security tools, ensuring easier identity verification if you're locked out or forget your password. You can utilize this additional article for more information: Secure Your Intuit Account and Prevent Lockout with Extra Verification Methods.

 

As always, we are open to more questions or clarifications regarding your QuickBooks-related concerns. You can save this thread or click the Reply button, and we will assist you promptly.

 

Disclaimer: I have revised my response to provide clearer instructions on how to contact the Customer Support Team.

W
wmkmichaelAuthor
March 11, 2025

Hi, we've already spoken to four different customer support representatives, and they all directed us to contact [email address removed]. However, we haven't received any response. We urgently need assistance because we can't conduct any business transactions until this issue is resolved. Is there a more direct way to contact the security team or perhaps a manager?

sofiamdc-2341
sofiamdc-2341Community ManagerAnswer
Community Manager
August 19, 2026

If your account has been compromised and someone else changed your two-factor authentication phone number, don't worry. You can verify your identity through Intuit's account recovery form, which lets you prove ownership without needing access to the phone number currently on file.

 

How to recover your account without access to the registered phone number

When you're unable to access the phone number or email linked to your account, you can submit an identity verification form along with a government-issued ID. Accepted documents include a driver's license, state ID, passport, or a notarized document.

  1. Head over to the account recovery form at account-recovery.app.intuit.com.
  2. Fill out all the required fields carefully, ensuring every detail matches your identity document exactly.
  3. Upload a clear, high-quality photo of one of the accepted documents.
  4. Submit the form.

Forms are processed Monday through Friday, 8 AM to 5 PM Pacific. Once your request is reviewed and approved, our team will follow up with next steps to help restore your access.

 

If your recovery form was rejected

If your form gets rejected, it usually means the information submitted didn't match what's on file. Before sending a new request, double-check that the name, date of birth, and other details you enter match your ID exactly. Be sure to use a current, unexpired government-issued document and verify that the photo is clear and easy to read.

 

Working with QuickBooks support on a compromised account

To protect your account, our support team needs to verify your identity before making any changes. When you reach out to support, please have these items handy:

  • The email address linked to your account
  • Your business name and any setup details for the account
  • A copy of the government-issued ID submitted with your recovery form

You can connect with support directly inside QuickBooks Online by clicking the Help icon, then selecting

 

Contact Us

If you have any other questions about securing or recovering your account, please let us know. We're always here to help!

 

Check out: Recover your Intuit Account if you can't sign in

 

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