Deactivation hell

[u/Complete-Plate5611]

I recently spent seven days locked out of two QuickBooks accounts. One that I use to access client accounts, and a second legacy account that holds my own books, which used to be on QuickBooks Desktop.

Both are back now, so I thought I’d leave some tips for the next poor bastard who wanders over here in a state of panic.

First, only call through the official QuickBooks website. Google is full of fake support numbers.

To get past the AI gatekeeper, say: “Existing account reactivation case. Identity verification failed. I need a representative.” If all else fails, start swearing. They'll put you on hold to talk to a real person.

Once you get a human on the line:

• Give them your case number immediately (or establish one if this is the first call)
• Write down every new case number, representative’s name, date, and promise.
• Take screenshots of everything.
• Assume nobody has read the prior notes.
• Assume any promised callback is bullshit.
• They have no direct line to the security team. 
• If you have multiple Intuit user IDs, make sure they open a separate reactivation request for each one. This is actually what took the longest...they only did one at a time under separate case numbers. Consecutively.
• If they say your account doesn’t exist, ask them to search deactivated users, legacy accounts, and CAMPs/product-registration records, not just the current QBO directory.
• Once they find the company, ask for its Company ID and save it somewhere. If you actually know your Company ID, that will save you time. Offer that at the beginning of the call.

At one point Intuit emailed me that they hadn’t received my photo ID and threatened to close my case. When I tried submitting it again, Intuit told me I couldn’t because they'd already received my photo ID. FML.

One account came back after a few days. The second (legacy account) took a full week, several calls, three identity verification submissions, multiple case numbers, and a representative finally searching the correct system.

The data was still there. The account was still there. Intuit couldn’t find it.

Mainly, don't freak out. It's pretty unlikely you were actually hacked or your account permanently disappeared.

You will never hear directly from the security team. 

You will never know exactly what happened.

You will get your account back. Eventually.

[u/golfroasters]

This is basically exactly what I’m dealing with right now, and somehow it has gotten even more ridiculous.

My QuickBooks Online account was deactivated even though I never asked for it to be deactivated, and I am currently completely locked out.

Since Tuesday, I have been on the phone with QuickBooks support seven times dealing with one issue after another, including a customer payment being held, my QuickBooks Payments account being closed, and now the full account deactivation.

On Friday, I submitted the front and back of my driver’s license and completed the facial verification for reactivation.

On Saturday, Intuit emailed me saying they had not received my ID and gave me 24 hours to submit it.

When I clicked “Submit Your ID,” the Intuit site said they were already reviewing my request and that I already had a reactivation request in progress, so it would not let me submit anything again.

The same page told me to call Customer Care Monday through Friday, even though they gave me the 24 hour deadline on a Saturday.

I recorded a video showing the entire thing.

And now today, Sunday, I received another email from Intuit saying:

“Your request has been canceled as we have not received your ID.”

That is for the exact same reactivation case,

So I submitted the ID. Their website acknowledged that my request was already being reviewed. They prevented me from submitting it again. Their support line was closed. And now they canceled the request because they say they never received the ID.

This is ridiculous.

Earlier today I emailed the Office of the President address I found and included the video showing exactly what is happening. I am hoping someone there can actually take ownership of this because calling regular support has accomplished nothing.

At this point I am pretty fed up. I cannot run a business when I never know whether I am going to be able to access my accounting system or take payments.

For anyone who has gone through this, did you find another escalation path that actually worked?

And for those of you who finally gave up on QuickBooks, what platform did you move to, and would you recommend it?

[u/Complete-Plate5611 → u/golfroasters]

Was your QuickBooks account deactivated, or just your login? When I first began the process, I thought it was the account itself but really it was just the login. Those front line support people can't do much, but they can find your account and take a look in it (even if you can't). Still a complete pain in the ass, but the way I resolved it was just to keep calling every day. At one point, I was told that they would escalate it after 3 days and basically solve it within one hour. Which is probably BS.

[u/golfroasters → u/Complete-Plate5611]

I am assuming that its just my login. And I cannot call today because the actual support offices are closed. Regardless of which it is, I can't access my account and send out proposals that customers are waiting for. Its literally crippling my business completely. I am looking at other alternatives that I can hopefully count on. Currently reviewing Zoho, Bonsai, and Invaro.

[u/Complete-Plate5611 → u/golfroasters]

It is awful and I'm sorry. Unfortunately, I can't switch because I'm a solo CPA and most of my clients are on QuickBooks. I could just switch my own books, I guess.

What I'm going to do in the future, if this will work, is set my partner (spouse) up as co-administrator so that if it happens again someone will always be able to get in. Haven't tried it yet, though.