Question

Why can't I open my QB on my laptop

Forum|Forum|2 years ago
March 23, 2024
6 replies
68 views

I have tried several things such as clearing cache and cookies, buying a new computer etc..

QuickBooks Online

QuickBooks Team

Thank you for reaching out to the Community, Lregfit. I'm here to help you log in to your QuickBooks Online (QBO) account to ensure you can continue working on your books.

To help me better understand the issue, could you please provide me with the error message you received? Adding a screenshot would be a great help, too.

In the meantime, let's try accessing your QBO account using a private browser. It'll help us determine if this is a browser-related issue. Here are the keyboard shortcuts:

Safari: Control + Option + P
Google Chrome: Press Ctrl + Shift + N
Firefox or Internet Explorer: Ctrl + Shift + P

If you're able to log in, I recommend clearing the browser's cache so the system can start fresh. You can also use different supported browsers.

In addition to that, please ensure that you're using the correct login credentials and website addresses to access your QBO accounts.

In case of none of these fixes the problem, I suggest getting in touch with our QuickBooks Support Team. They have tools to look at this issue safely and securely, prioritizing your security.

Here's how:

Go to the Help icon and select Contact Us in the Search tab.
From the What can we help you with the field, enter your question.
Click on Continue.
Choose either Appointment, Callback, or Chat.

Furthermore, you can check this article on what to do if you can't sign in to your QBO: Recover your Intuit Account if you can’t sign in.

You can check this article on how to update or change your email address, user ID, password, and other information for your QBO: Update or change your Intuit Account sign-in information.

I am here to assist you in accessing your QuickBooks Online account. If you have any further queries, feel free to leave a comment below, and I will get back to you. Stay safe.

4

4Gal

Level 5

@Lregfit

What error message did you encounter?

N

Neal Preshner

It doesn’t recognise my e Mail even though it’s the one you use when contacting me

K

KimberlyS

Moderator

Hello there, Neal.

I have some troubleshooting steps to help you access your QuickBooks Online account.

When you have trouble signing in to your account, you can still recover it through these steps:

Visit this page: Intuit Accounts - Account Recovery.
Provide either of the following: phone number, email address, or user ID for your account.
You'll receive a verification code through text or email if you use the phone number or email address. Choose which method you prefer if you use your User ID.
Enter the verification code or follow the instructions in the message.
Reset your password when prompted or select Skip.

For more information, you can refer to this article: Recover your Intuit Account if you can’t sign in.

However, I recommend contacting our Customer Support Team to assist you thoroughly if the issue persists. They have all the necessary tools to examine why QuickBooks cannot recognize your email address.

Moreover, you might want to update your account credentials to improve security with the guide of this article: Update or change your Intuit Account sign-in information.

Inform us immediately if you have additional questions when accessing your QuickBooks Online account or performing different business tasks. We can always lend a hand.

K

Kevin G5

When attempting to log in the laptop says the site cannot be reached. And to check the connection, check the proxy and the firewall and to run diagnostics.

Z

ZackE_

Moderator

Thanks for joining this thread, Kevin G5.

When a message appears in your web browser advising the QuickBooks website cannot be reached and to check your connection, proxy/firewall, and run diagnostics, you'll want to start by checking each of the things it recommended checking.

Initially, confirm your internet connection is active and working. This can be tested by accessing other websites, for example. If you're able to, than the issue appears to be isolated specifically to Intuit.com webpages. If not, definitely make sure you're connected to the internet with a working internet connection.

Next, you can check if you're able to access the login screen itself. From what you've explained, it sounds like you might be able to reach it and attempt to sign in. If you're able to access and load the login page successfully, and attempt signing in, but the message displays after you try to sign in, this shows the issue appears to be isolated the page that you land on right after trying to sign in.

Additionally, as the message advises, you can try checking your proxy/firewall settings and running any diagnostic tools you or your IT professional may use on the computer. It's worth noting, there are settings that can be applied in web browsers to prevent access to certain websites. This could be worth checking as well. Steps for doing so are usually findable on the website for the browser you're using.

Another possibility mentioned in our QuickBooks doesn't load correctly or has blank pages article is if you're accessing your books in multiple tabs, you may encounter unexpected pages when trying to sign in. If this is the case, try closing all tabs and windows in the browser and starting with only one tab/window when you reopen it. This way you can see if you encounter the message while signing in with one tab.

The message itself sounds like it's being given by your web browser, so if none of the above-mentioned troubleshooting processes solved it, you'll also want to confirm your browser meets each of the product's system requirements. If it already does, you can try using a different supported browser to see if it presents the same message when trying to sign in. When each requirement isn't met, unexpected behavior might occur while using QuickBooks.

If the problem continues after each troubleshooting process, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research with you, and create an investigation ticket if necessary.

Please feel welcome to send a reply if there's any questions. Have a wonderful Friday!

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