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KEELERCECE
November 13, 2024
Solved

Why does QuickBooks say "we can't find anyone with this email" and how do I recover my Intuit account?

  • November 13, 2024
  • 3 replies
  • 140 views

I have been trying to log in for two days! My QuickBooks log in (IM THE ONLY USER) says "we cant find anyone with (insert my email here)". I've called customer service multiple times one CRS said "my account is inactive", another said "there is no issue with your account please log in for me". Another said I needed to talk to someone in the back office but needed to wait till the actual office opened at 9am PST. So i waited until 9am PST and would you just guess "There is no way to get you to a manager or anyone in our back office...." I need to run payroll TODAY!! I'm sure my employee would love to get paid! They said "You will have it done by today." when they just told me it could take 3 days!?!? MAKE IT MAKE SENCE! Also one CRS told me my account has been made inactive due to "Strange login activity?" HOW ARE YOU ALLOWED TO INACTIVE MY ACCOUNT WITHOUT MY EXPRESSED PERMISSION?!?!?!? If there is "strange login activity" should you not contact me first and verify?! or contact and have me change my password or email?!?! CONTACT ME IN GENERAL! 90 employees WILL NOT BE GETTING PAID because of this ridiculousness!! Very disappointed and frustrated with the run around and the blatantly stupidity of either deleting my admin account or making my account inactive! I will be calling every hour until this is fixed or I can get a personal call to have this fixed! 

Best answer by sofiamdc-2341

"We can't find anyone with this email" means the email you're entering doesn't match any active Intuit account. The most common causes are using a slightly different email address than the one on the account, or the account being temporarily deactivated for a security reason. With payroll on the line, here's what to try first, followed by how to escalate quickly.

Step 1: Verify which email your account is actually on

  1. Go to the QuickBooks sign-in page and select "I forgot my user ID or Password."
  2. Try variations of your email — check for typos, and try the version with and without dots (e.g., john.smith vs johnsmith), or gmail.com vs googlemail.com. QuickBooks uses the exact email stored in the account.
  3. Check your email inbox for any Intuit account confirmation emails that show which address they sent to.

Step 2: Use account recovery

  1. Go to accounts.intuit.com and select "I forgot my user ID or Password."
  2. Enter the phone number or a backup email associated with your account. Intuit can send a recovery code to either.
  3. If you can receive a code, follow the steps to reset access and sign in.
  4. If recovery options aren't working, select to verify your identity another way, you'll be asked to submit a photo of a valid ID (driver's license, state ID, or passport).

Step 3: Contact support with your payroll deadline front and center

If the account was deactivated for security reasons, it requires support to reactivate it as you can't do that yourself. When you contact support, say this specifically:

"My Intuit account was deactivated for security reasons and I cannot sign in. I have a payroll run due [date] for [number] employees and I need emergency access restored."

This gives the agent the business context to route your case correctly and move faster. Go to Help, then Search, then Contact Us. If the Help button isn't accessible because you're locked out, go to quickbooks.intuit.com/learn-support and use the Contact Us link there.

Do not create a new account. A new Intuit account won't have your payroll history, employee records, or subscription. The goal is restoring access to the existing account, not replacing it.

Helpful Resources:

3 replies

BigRedConsulting
BigRedConsulting
Level 15
November 20, 2024

I find it surprising that an Intuit employee hasn't replied to this and blamed your browser.

    L
    LouiseG12QuickBooks Team
    QuickBooks Team
    November 21, 2024

    I wish you didn't have to go through all these hurdles, and I know how essential to have uninterrupted access to your account to manage payroll efficiently and address any issues that may arise and ensure that your employees are compensated promptly, KEELERCECE.

     

    Please note that the QuickBooks Community is a public forum where users can ask questions and connect with others for help and advice. For concerns involving confidential information, it's best to address those in a private setting by contacting our Support team to ensure your privacy and security.

     

    Here's how you can reach them:

     

    1. Go to the Help icon.

    2. Select Search, then Click Contact us.

    3. Choose Ask about something else and provide a description of your concern and then hit Continue.

     

    4.Pick on How would you like to connect us?

     

    I'll be sharing these resources that will walk you through regaining access to your account and updating your credentials for improved security:

     

     

    Know that the Community team is always available to assist you with any future QBO inquiries. If you have questions about accessing your account or running payroll, we are dedicated to providing you with the support you need every step of the way.

    sofiamdc-2341
    sofiamdc-2341Community ManagerAnswer
    Community Manager
    August 18, 2026

    "We can't find anyone with this email" means the email you're entering doesn't match any active Intuit account. The most common causes are using a slightly different email address than the one on the account, or the account being temporarily deactivated for a security reason. With payroll on the line, here's what to try first, followed by how to escalate quickly.

    Step 1: Verify which email your account is actually on

    1. Go to the QuickBooks sign-in page and select "I forgot my user ID or Password."
    2. Try variations of your email — check for typos, and try the version with and without dots (e.g., john.smith vs johnsmith), or gmail.com vs googlemail.com. QuickBooks uses the exact email stored in the account.
    3. Check your email inbox for any Intuit account confirmation emails that show which address they sent to.

    Step 2: Use account recovery

    1. Go to accounts.intuit.com and select "I forgot my user ID or Password."
    2. Enter the phone number or a backup email associated with your account. Intuit can send a recovery code to either.
    3. If you can receive a code, follow the steps to reset access and sign in.
    4. If recovery options aren't working, select to verify your identity another way, you'll be asked to submit a photo of a valid ID (driver's license, state ID, or passport).

    Step 3: Contact support with your payroll deadline front and center

    If the account was deactivated for security reasons, it requires support to reactivate it as you can't do that yourself. When you contact support, say this specifically:

    "My Intuit account was deactivated for security reasons and I cannot sign in. I have a payroll run due [date] for [number] employees and I need emergency access restored."

    This gives the agent the business context to route your case correctly and move faster. Go to Help, then Search, then Contact Us. If the Help button isn't accessible because you're locked out, go to quickbooks.intuit.com/learn-support and use the Contact Us link there.

    Do not create a new account. A new Intuit account won't have your payroll history, employee records, or subscription. The goal is restoring access to the existing account, not replacing it.

    Helpful Resources:

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