I feel your pain.  First year was a nightmare. Once they are in and setup, they sort of like it but it takes a lot of convincing to get them to liking it if setting up an account to begin with was difficult.  I had as many problems as it seems like you are having: sometimes an old intuit email worked, sometimes it didn't.  It wasn't super apparent how to set up an account because it just said "login here".  It was difficult for us to see what the client experience was.  Some people got locked out because they tried so many times it went into security mode. Customer service was ZERO help. Hang in there, smile and say "you are going to love it, once you are in".  And honestly the second time around is easier and clients are enjoying it.