Question

Why is my new admin not getting the invitation?

Forum|Forum|2 years ago
June 14, 2024
2 replies
11 views

I have added a new admin in the manage users window and verified it, but the admin is not receiving the emailed invitation.

QuickBooks Online

K

KimberlyS

Moderator

I know some reason why your new admin is not getting the invitation, k-brown. I'm pleased to discuss this matter thoroughly, including the ways to help address this concern.

In QuickBooks Online, there are several reasons why invited users aren't receiving their email invitations. Here are the following:

The mail servers can block the email, which places the invitation within their junk or spam folder.
Your company's email address was entered incorrectly in the software.
Email invitation already expires, as it will expire after 48 hours once sent.

Aside from verifying your new admin's email address, let's ensure your email address is entered accurately from your company settings. Here's how:

Head to the Gear icon, then Account and settings.
Choose the Company tab and click the Edit icon from the Contact info section.
Please re-enter the company email address carefully and avoid using extra characters or leaving blank spaces.
Select Save and Done.

After that, you can proceed to Steps 2-3 in this article to ensure the new user has an Intuit Account so you can resend the invitation: What to do if invited users did not receive your email invitation in QuickBooks Online.

On the other hand, you can always keep track of the changes made within your company file, including who made these changes. For more information, consider skimming this material: Use the audit log in QuickBooks Online.

You're always welcome in the Community if you have questions or clarifications when adding and managing your team in QuickBooks Online. Just click the Reply button to add your inquiries.

S

SBH14

I'm having the same issue. The suggested fix/workaround does not work.

A

ArielI

QuickBooks Team

Hello, @SBH14.

Let me help you send the invitation to your new admin using QuickBooks Online (QBO).

Since they are still not receiving your email invitation despite following my colleague's instructions, it is possible that their mail servers are blocking emails from Intuit or marking them as spam. To prevent this, you can ask them to add the following QuickBooks Online email server hostnames and IP addresses to their email provider's allowed list to ensure the invitations are not flagged as spam.

If you've already done this, I recommend contacting customer support. They will conduct a thorough investigation to determine why this concern is occurring.

To reach the QBO support, here's how:

Select Help at the top.
Click the Search tab, then choose Contact Us.
Select a topic or enter a brief description of your concern.
Hit Continue, then select Start a chat and Get a callback.

Moreover, you can generate an Audit log report within your QuickBooks account to track activities in your financial records. This report allows you to see which users have made changes and the specific actions they performed.

Let us know if you have further questions about sending the invitations to your new admin. We'll be right here to assist you at any time.

S

SBH14

Thank you. We have contacted our email host numerous times and given them the hostnames and IP addresses. They have traced all incoming emails and there is nothing that has bounced back. It is as if QB never sent an email. Our host insists it is a QB problem, not the host flagging or blocking emails. I will try QB support again.

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