I had a problem with ussers they cant access their account

Thanks for visiting the Community, userjohn5.

Did they get an error message when logging into their account? Any additional information can help me provide an accurate solution so they can access their account.

In the meantime, let's do some troubleshooting steps to fix it. You can ask them to log in using an incognito window. This mode doesn't save existing cache data, which can help me confirm if the problem is a browser-related issue. Here are the shortcut keys:

• For Google Chrome browser: Ctrl + Shift + N
• For Mozilla Firefox browser: Ctrl + Shift + P
• For Safari browser: Command + Option + P

If it works, they can go back to their regular browser and clear the cache to delete those temporary internet data. Alternatively, they can use other supported browsers to further isolate.

Additionally, you can let them click the I forgot my user ID or Password link on the sign-in page. I'll show you how.

1. Click the I forgot my user ID and Password link.
2. Enter the phone number or email address.
3. You'll receive a 6-digit verification code 
4. You can key in the code and hit Continue.
5. Follow the on-screen instruction to complete the process.

For future reference, I've added this article if they need to change some information on their QuickBooks Online account: Change your email, user ID, or password for QuickBooks Online, QuickBooks Online Accountant.

You can post a reply if you need further assistance with their QBO account. I'm here to help you. Happy weekend.