I'm having similar problems. Multiple clients have told me that

a) Intuit Link tells them they're using the wrong email address, although they are not. They have only one email address each and it has not changed. and

b) When they try to log into their Intuit Link account they get a message saying they have to be invited by an accountant.  Which they were.  I sent them the invitation.

These problems have become a huge time-suck for me at a bad time!  How is Intuit going to fix this?  And what can I do in the meantime? 

Thank you!

My client's cannot even access it with a different email address.  They either receive a message stating that we have not sent them an invitation or (after using Intuit's fix of going to link.intuit.com) it takes them to their 2020 profile. 

This year is a nightmare with Intuit.  My firm is close to being crippled with all of these issues, including the new user permissions. 

Thanks very much for responding, CCturrentine. 

I have no idea how to report this problem to Intuit; do you?

I can't sit on hold for two or three hours waiting for someone to answer their phone. 

I have also had similar problems with clients accessing Intuit Link (email address not found, etc.). It is important for everyone who has the same problems to PLEASE UP-VOTE this post (and mine, https://accountants.intuit.com/community/proconnect-tax-idea-exchange/intuit-link-client-email-not-f... ) so that the development team will actually pay attention to this issue and hopefully work to resolve it.

I’m having the same issue with a client.. creating a new address is not an option. We need a solution 

Yo....  anyone at Intuit paying attention????? 

Having a client have to create multiple email addresses just to satisfy Intuit is b/s.

@IntuitGabi 

@Intuit_Al 

I'm having the same issue.  This is not a good reflection on us as CPAs or on the software we are using.  Way too much time being spent on this by my clients and me!  We've set up our practices with this work flow in place.  Intuit - listen please!

Same issue.  This happened to 1 of my clients last year also but happening to new clients for 2024.  We need a fix for this soon.  

Thank you @abctax55 
@YJCPA @crodjom @agitter @NFODJE -I sent you a direct message to get more information. 

I received an email today from someone named Gabi, but with no information on how to respond to him or her.  The email came from: 

<do_not_reply@selfhelp.intuit.com>

And the person asked for personal information about my clients, so I'm not going to post it here.  Anyone have a suggestion about how to handle this?

Thank you.

Hi @hcliston 
The do_not_reply email is from your community subscriptions to get alerted of new activity on your threads. You can send me a direct message by selecting the envelope icon on the top right-hand corner of community, then selecting the blue New message icon. You can also send me a message at community_moderator@intuit.com so I can collect more information to look into this. Thanks! 

@IntuitGabi @I do not know how to respond to your message but the solution you offered I already tried and it did not work. The client is not using a different account. He only has 1 email account that we have used for more than 7 years and this year link can’t find his account. If you are seeing that he has a different account it’s because I asked him to try creating one using the same email we have used for years.

It seems clear that Intuit doesn't actually care about its customers since there has been no valid update on this issue and it is still also happening for me. It seems like either there has been an identity database corruption on the Intuit side or the tokens are not being properly generated in the invites.

Agreed.  I got a few emails from someone at Intuit, but they were mostly just victim-blaming.  As far as I can tell they've made no attempt to improve the situation.  For now, I'm using another software to gather documents safely. 

Hi all, thank you for your feedback. Here's some updates on this: 
If your taxpayer a new client of yours and is having trouble signing in, have them open their invite email from link@intuit.com and right-click the "Accept" button to open in a new browser tab. This has been an approved workaround for now.

For existing clients, contact support to verify your client is signing into the correct account.

Some troubleshooting steps your taxpayer can to take before you contact support:

• Clear cache and cookies/ browsing history
• Sign in using an incognito browser
• Are they getting a "Nothing to do here" message? Have them click the Sign Out link on the upper right and sign in again to show the request. 
• Delete your client from Intuit Link client view and create a new request to re-invite them. 
  
  

   

(In some cases, your taxpayer may need to contact support for a back-end password reset, your expert will let you know if that's the case.)
Let me know if any of these solutions worked for you. 
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I have 2 clients who have Intuit Link Accounts from Prior year.  When I sent Invite from Proseries it created another account with the same email that I can only access via Proseries.  When 1 client logged into her account there were no requests so I had to add all of the requests to the existing account.  She has not created another account.  When the other client logged in it was the Invite I sent from Proseries for the current year.  I can only access her account and documents via Proseries.  How can these multiple accounts be combined.  Also I changed cx emails in Proseries, when I sent invites this year it either made a new account or they can't access prior year documents.  There has to be a way to combine these accounts.