George gets the A+ for mind-reading!

If they were logging in for Intuit Link, which is web-based, are they using ClickTime for QB Online, or even the DCAA-compliant tools from that same company? If they are using one of the QB and one of those integrated tools, that would explain this is an integration issue, since the Intuit ID signon is used for all of these functions including Link. I would recommend they/you visit the QuickBooks Help site for this question.

Your own sign in user info here is the same one you can use over at the QuickBooks forum.