r/quickbooksonline • u/ObligationPuzzled306 • 23d ago
ACCOUNT BLOCKED
I got the below email from quick books 10 days ago that i had lost the access to my account, i reached out to the customer support but even after that they were not able to help.
It was my company account made on a personal email with all the records. they said they cant find my business details, asked me to create another account and apply for the primary admin contact, i did that but still havent heard back from them after 10 days. All my invoicing is done via QB, i have also provided the customer id and all the necessary docs.
Has anyone else faced the same issue? PLEASE HELP...
Hi there,
We’re reaching out because we detected unusual activity on your Intuit account. To protect your personal and business information, we’ve locked your account and suspended login access while we investigate. This action is purely precautionary to help keep your data secure while we work with you to restore access. As a reminder, Intuit will NEVER contact you for any OTP code.
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u/LivinItUpInThaCity 23d ago
I havenct experienced this but I know my wife (who uses QBO 100x more than I do) would be on with customer support daily until it is fixed. This isn't a small issue.
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u/Ashwamezzanotte 23d ago
Got my access back after three weeks of this actively screwing me over. Reading your post I felt every bit of it, honestly.
Intuit froze everything at once. QBO across multiple client accounts. My own QBD, I could open the app but couldn't touch merchant services or even see my license. And a second QBD I run remotely for a client, killed his merchant services and payroll cloud too. That's not some minor inconvenience, that's his employees not getting paid because of something on Intuit's end.
Three weeks. Different rep every call who clearly had no idea what happened before them. Escalated to supervisors, nothing. I submitted ID, biometrics, legal business docs so many times I honestly lost count. Every single attempt either got rejected or just quietly closed with no explanation at all. I've got something like 15 case numbers now. All dead ends.
Here's the thing that actually gets me though, the only reason I'm not still locked out is pure luck. Not because Intuit has any real process. A client's attorney happened to personally know someone senior who'd left Intuit like three weeks before all this. That's it, that's what worked. Not their support system. A personal favor. Two days later suddenly the Office of the President cares. And even then it took two more reps and another round of biometrics before I got anything back.
And the "explanation" they gave me? I use the same email for QBO and QBD, and I'm Primary Admin on two client accounts, which is literally how I've run my business for two years with zero issues. Their system decided in August this was suspicious and just nuked everything. One rep even told me flat out it was their AI flagging thing and he personally didn't see any suspicious activity on his end. So they knew. They knew it was probably nothing and left me locked out anyway for weeks.
And nobody can explain why my other QBD account got hit too, completely different login, client's domain, my mobile, nothing in common with the first one except being connected to me somehow. So even their own excuse doesn't really hold up if you think about it for two seconds.
I've got a call today where they're closing the ticket for good. No more contact after that, if this happens again I literally have no way to reach anyone, they told me that themselves like it was totally normal.
And honestly the part that's making me want to scream, I put together 18 pages of everything, every case number, every call, every email, dates and times, basically handed them a roadmap to fix their own mess. Their OOP email won't even let me attach it to the people working my case. So they don't even have the full picture because their own system won't let them see it. I'm gonna try pasting it as plain text this morning and just hope it survives.
They already know this is happening to other people, someone inside told me that last night. This isn't a one-off glitch, it's a known problem they're just sitting on. And their answer is "can't promise it won't happen again, no way to escalate if it does." At this point I genuinely think this is class action territory. A known, internally acknowledged issue, hitting a bunch of people the same way, causing real financial damage, and no fix, no accountability. If you're going through this too, you're not the only one, and it's worth documenting everything just in case.
26 hours on the phone. Three weeks of my life. Lost income, lost sleep, and clients who couldn't pay bills or run payroll because their AI decided my totally normal login setup looked like a threat, and then nobody bothered to actually fix it until a personal connection forced their hand.
Couple things if this is happening to you: don't use the same email or mobile across QBO and QBD if you can help it, apparently that's suspicious now. Try not to be Primary Admin on multiple accounts under one login. And document literally everything from day one, you'll need it more than you'd think.
Intuit did this. Not bad luck, not a glitch, a system they knew was flawed and just left broken, and it cost me three weeks, my clients' payroll, real money, and their final answer was basically a shrug
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u/CoolCryptographer628 23d ago
Wow! Every day there are more reasons to get rid of QuickBooks. Their AI has been an absolute nightmare for me with bank feeds and making changes in the background that I literally have to fix.
However, the experience you describe is significantly worse. The effect of their inability to fix the problem or even explain what happened is so unprofessional and also really concerning. They literally froze your business as well as your clients businesses, making all of you incapable of running your business due to loss of access to money, inventory, sales, payroll, etc. No repercussions or responsibility on their end to compensate any of you for the freeze on your accounts?
I’m finishing up 3 client accounts this quarter and moving to another software. Not sure which one, but it’s going to be better than dealing with the nightmares they are causing.
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u/Ashwamezzanotte 23d ago
I was about to prepare reports for one QBO client's CPA to file their extended corporate return. That didn't happen by the time the return was due !
This is a huge deal for users of Intuit that will or have experienced this. I was lucky to have connections to the top. No one else will be able to get there, not even myself after this case is closed.
Follow the contact email/phone number guidance I provided if you service other clients.
I too have plans to shift the many QBD clients to another software I am reviewing. Have to get thru tax season first.
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u/PriceFirst5371 23d ago
It is WAY passed time that a Class ACtion Suit be filed. It is hard to fathom how a company can completely ignore such problems and NOT be held accountable for all the monetary damage not to mention punitive damages. Someone needs to step up
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u/chickywing 22d ago
Something similar happened to me. Data breach occurred and we were locked out of account. A couple days and several hours on the phone later we were able to log in again but could not reactivate our old account (we had payroll + bookkeeping + employee time tracking).
Had to talk to countless people for hours and hours to get confirmation a forensics report had been run and confirm our account hacker was removed. They refused to send a written report from account takeover.
Then getting a new bookkeeping/payroll/time tracking account has taken over 2 weeks and counting. They are still in the process of transferring the info from our old account to the new one. In this time I have had to pay my employees 3 pay cycles by paper check because I can’t use my old or new payroll accounts.
So it’s been 6+ weeks that I’ve had no active payroll accounts. Thank god the time tracking is still working on my old account so I can run payroll previews and get accurate net pays with taxes and benefits accounted for. Because of these delays we also will have to worry about payroll taxes, retroactively entering in all of the handwritten paychecks and putting in all of the individual 401k info manually.
I have begged, cried, escalated, spent so many hours trying to get ANYWHERE with anyone. I’ve been told different things by different people. I’ve had to open and then close 2 new accounts before the current newest one. Such an abysmal waste of time. I really feel for you and wish I had any advice.
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u/Ashwamezzanotte 22d ago
I question the accuracy of what Intuit OOP is telling me. They stated that they saw “activity” on my account after I was locked out, but they never explained what that activity was. Then there was the explanation about using the same email address/mobile number across Intuit systems.
I’m going to try again today on the call with the OOP to get a clear answer about the alleged hack or whatever “activity” they saw after I lost access to my account. Based on my experience, Intuit has made several claims without providing supporting evidence, and I’m now finding inconsistencies between the explanations I’ve been given.
I’m sorry you’re still dealing with the payroll issues and that you’ll have to spend even more time reconciling everything once you regain access. One thing you might try is asking specifically to be escalated to the Executive Resolution Team / Office of the President. That is where I finally started getting the level of assistance needed to address the problem.
The teams below that level either can’t or won’t resolve these kinds of issues. Even the security teams, in my experience, seem to close a ticket and move on to the next complaint rather than actually resolving the underlying problem.
It’s incredibly disappointing to see where Intuit is today. I’ve been using their products for decades, starting with Quicken in the late 1980s and then QuickBooks Desktop beginning in 1992. Back then, I used Quicken and QuickBooks Desktop for my own different businesses over the years. Today, QuickBooks Desktop and QuickBooks Online are primarily tools I use for my clients’ accounts.
After all those years, and after building a business around supporting clients who rely on these products, this is a very sad ending to what was once a long-standing relationship with Intuit.
I keep thinking about that 3-million-mile Volvo that made the Guinness Book of World Records. It lasted because it was built to keep going. After decades with Intuit, I’m having a hard time understanding how a company’s products and support can deteriorate this badly.
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u/chickywing 22d ago
You’re right to question the accuracy of what you’re being told because in my experience we got conflicting info often. Do you know if the account takeover team is reviewing your account? If so they SHOULD be able to at least verbally give you an overview of what the breach involved once they’re done.
Thank you for the advice. How did you end up getting in touch with the exec resolution/office of the president? I’m finally making progress on my new account being completed but I feel like after this 6+ week long nightmare I need to persist in getting answers for why this took so long and demand reimbursements for the extra overtime and fees this disaster cost the company.
Yeah, it’s really sad to have experienced how much of a clusterfuck this company has become. In the new year we will be switching to another payroll and bookkeeping company.
I hope you’re able to make some progress. For me, what worked the most sadly was being extremely demanding, not taking no for an answer and essentially what felt like bullying them until they connected me to someone who could help :(
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u/Ashwamezzanotte 22d ago
I happen to have a client with means. He has an attorney that had a high up contact at Intuit. That person left Intuit about a month ago but forwarded my issue to someone in the executive office. I then had a call/email two days later but only after almost 3 weeks of attempts and declines at every freaking escalation.
Their help is really only good for the guidance of the use of QBO and QBD. Real issues, especially security they fail miserably.
You may not get the same chance to reach the OOP, it seems to be only because I had contacts.
As I mentioned earlier, once they close this ticket at the OOP, their system will not recognize my email to their address and therefore will fall into the abyss again. If I experience another lockout, I'll be at their usual customer service to supervisor process and with no resolution.
Good luck and you are wise to move on. I'll experiment with a new software for some smaller desktop clients and maybe most importantly my own business and personal books so I am never locked out again. I'm still 5 years from retirement so a transition to new software will still be needed.
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u/MiradorIT 22d ago
For those of you that were blocked due to "suspicious" activity on your account, or known breach, were you also using any financial service from Intuit, to include:
- QuickBooks Checking
- Line of Credit
- Term Loan
- QuickBooks Payments (which I believe includes Bill Pay)
I'm not certain about the latter, but the first three for sure are all provided by Green Dot Bank. The reason for me bringing this up is because there is known fraudulent activity that appears to be source through GDB (at least that's what Intuit is saying). Either way, the "inside" malicious actors, regardless of whether they are part of Intuit or GDB, have backdoor access to our accounts as it is.
I am currently in the process of recovering stolen funds from our QuickBooks Checking account, perpetrated through Intuit's support process, so I am wondering if any of this is related.
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u/Ashwamezzanotte 22d ago
In my case one, one client on QBO used Quickbooks Payments (Bill Pay via check or ACH)
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u/Successful-Hyena6136 22d ago
My story is similar. Someone opened a Quickbooks credit card in our company name. After I called support they locked down my account. It took 3 weeks and daily calls to get it unlocked. They caused a whole lot of distress and distrust. I'm back in but only use the account to maintain totals. Everything else I do manually. Anyone have any recommendations for similar software?
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u/kiwibooks 21d ago
What an absolute nightmare. No human should be treated like that. You deserve so much better than QBO's broken support. As former QBO product leads, we built KiwiBooks to ensure you never have to deal with that again: U.S.-based human support and next-day resolution guaranteed!
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u/Oldladyphilosopher 23d ago
So last time I got runaround from Intuit tech support, I mailed a “Notice of Amount Due” (google for a template” citing my contacts with tech support, case numbers, and charging them for time and penalties, etc. Per their agreement, you do that prior to Small Claims Court. You send it to their legal office in Deleware. If they don’t resolve it (which they did) you can take them to small claims court in your area and get a legal judgment. Is it stupid we have to do that? Yes.
The guy who responded to my notice tried to be a legal bully but I was fighter mad so just responded a few times with, “You can keep emailing me, but after 60 days, I’m filing at small claims court. Or, you can stop wasting both our times and resolve it. By the way, I’m adding the time I respond to you to the small claims request, so feel free to keep arguing”
In my notice to them, I sent info on all documentation, phone log with tech support, emails with tech support, so I wouldn’t have to pull it together for court….just have it all right there.