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• # 106064
• Tue 24 Mar 2015 11:44 AM

Hi, I am using  the ICB free QBO accountants version. Since 4 March I have been blocked from opening clients accounts from the clients list.

QBO care team (tecno support) remotely accessed my account, say understand the problem but were unable to fix and have issued me a case number while claiming to be working on the problem.  3 weeks and 2 phone calls to them and nothing.  I have called my QBO account manager but every time get a message asking me to leave my phone number and she will get back to me. 3 left messages and no reply. Has anyone else got or had this problem? 

Tim

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• # 106077
• Tue 24 Mar 2015 04:21 PM

Hi Tim,

The only problem I have had in the past was I registered some Company IDs which did not show as available when trying to migrate QB desktop data to QB Online fro within QB Desktop. They said I needed to delete these are create new ones are something had gone wrong when I purchased the Company IDs

As a matter of interest, are you accessing from https://office.intuit.com/#/clients or https://go.qbo.intuit.com/....and is it the same problem for both?

Also, have you tried usig a different browser?

Dave

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• # 106995
• Wed 25 Mar 2015 11:47 AM

Hi Dave,

Thank you and to keep you updated. I am sure this must be a coincidence but following my post on this forum QBO called me.  The issue is global and to do with a recent software upgrade and their server in the USA. An update will be issued but  QBO could not say when this update would be available. This issue demonstrates the vunerability of cloud based software. Why fix something that is not broken in the first palce. Why try and hide a problem affecting the QBO accountants version. Why rush out an upgrade without proper quality control and testing. 

In answer to your questions. I use Google Chrome and enter QBO as a bookmark from the toolbar 'New QBOA sign in'. I have to turn Add Blocker off to allow me to sign in and access QBOA.  QBO also told me they know of instances where 'Rapport' also denies access. 

Sign in to QBOA is fine, but once in I cannot open any companies from the client list. To get round this clients have had to give me access as a company administrator. However, this only gives limited access and no access to the accountants portal. I have some reclassifying to do for one company which is easily done from the accountants portal. I don't want to journal entry this reclassify. So after access as a company administrator I have to use a QBO link 'reclassifyTransactions. 

Tim

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• # 107029
• Thu 26 Mar 2015 08:31 PM

Hi Tim

Do you have many clients on it - if its just a handful, might it be worth you asking Intuit if you can create a new login for yourself, then get your clients to delete your old accountant login and update it to the new one? This all depends on how you use your 'My Company' - but it may be a temporary resolution?

I've recently had some issues with reconciling, and various lines being hidden  - this is only since some of my clients packages have been upgraded. I usually use Chrome, but have had to download and use Firefox in order to get around this. Have you tried Firefox?

The last 2 or 3 days, I've noticed that every client I've logged into, QuickBooks has been very slow. I've assumed it's my computer, but this was the same at a clients today, so I'm wondering whether this is also to do with the upgrades.

• Carol Saunders
  Lady of Ledger Book Keeping
  Telford, Shropshire

  
  

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• # 107036
• Fri 27 Mar 2015 10:01 AM

Hi Carol,

Thank you and yes your correct on how to gain access. There's no need to delete any log in details as once a new log in is created the client company appears under 'uk.qbo.intuit.com' site at log in. Your existing log in details appear and need backspacing out  prior to entering the new log in. However, this only gives access to the client version and not the accountants version. 

The client as the master administrator create's new access rights under 'manage users'. The problem here is the multi choice of access rights with the default access rigts being 'view only' while to work on the account 'company administrator' access is required.  Easy for us but for a client who selected QBO because the dashboard had pretty colours it can be confusing.

Your not alone with the QBO being slow. I have a client with exactly the same issue a couple of months ago. Also, for a while they could not access online banking. 

Tim 

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• # 107044
• Fri 27 Mar 2015 02:52 PM

Hi Tim

I, wherever possible, have the master admin rights over my customer files, so this doesn't happen! I give THEM access, not the other way around.

It does seem though, that maybe your clients aren't adding you into the right place - i.e. it sounds like your clients are adding you in on the top section of Manage Users, instead of the 'Accountants' section. If they add you in the Accountant section, you don't get any choices.

You've misunderstood what I meant about the login being deleted. I assumed you were logging in from the QBOA Partner Portal - The QuickBooks Online Accountant Dashboard, which you would be accessing from intuit.office.com not uk.qbo.intuit.com - give this a go, if you're signed up to be a QB Partner, this might make all the difference.

What I meant with the login, was that if your login AS A QBOA Partner (usually your email address) was corrupted, that if Intuit would allow you to re-create your QBOA Partner login with a differenet email address, then this may solve your issue. However, this would then mean that your clients would also need to delete your old email address from their Manage Users section, and add you in (under the correct section this time) with the new email address.

I did a similar thing recently for one of my clients, as their email address became a problem - giving THEM accountant access, when it shouldn't have been! So I deleted their access, and set them up again with a different email address - problem solved.

I hope that all makes sense.

• Carol Saunders
  Lady of Ledger Book Keeping
  Telford, Shropshire

  
  

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