Intuit Link for Customer Says Nothing to do here.

[ctongish]

I have one customer that signs into Link and sees a screen that says: Nothing to do here, you have no requests.  

I have deleted the request and resent, but she gets the same result.

What can I do?

[YJCPA]

Same issue.  My client told me when she tried to login, she was told she didn't have an account and needed to create one.  So she did that, and then received the message  "Nothing here...".  I called Intuit and they said she now has 2 Intuit accounts, both with the same email.  Her account from last year was marked Inactive.  After over an hour on the phone, they do not have a fix for this.  (They said it would take "WEEKS" to make the old account active, or now merge the accounts, or whatever.)  They suggested the client use a different email address.  REALLY??  How many clients are going to have this same issue?  I don't even have words to express what a HORRIBLE situation this is.  This is my 2nd year using ProConnect.  It might be my last.   

[kmdcpa]

I'm having the same issue with several clients.  I would love to know how to fix it instead of looking incompetent to my clients...

[acromeenes]

many of our clients have experienced the same issue this year! 

in SOME of the cases, this is the feedback that helps: 

For some clients, after they accept the link and login,
they also have to go to top right, where their business name is and click the dropdown that has multiple users. EVEN THOUGH it's the same user.

It'll list their one user name two times, and they have to click on the alternate name to see the organizer. 

[TrishT]

This is our second year of using ProConnect.   We also are considering a change due to the issues with sending out organizers.  Our main problem is there is no good way to print a presentable organizer that has a personalized checklist.   Also having the same issue as others in this post.  We sent out about 300 Intuit Links over the last few weeks and (so far) have 5-6 that get this "nothing to do here" message.   I have not been able to identify a pattern.   IT at ProConnect was not able to come up with a solution.    Deleting and resending a new Request only has helped only one time that I am aware of.  It could be the platform the user is trying to open the Intuit Link on.  One person who got this error told me they were using a MacBook.   

I have not thought of asking the client with the error if they had drop down of users.   I will next time and post if the suggestions works for our client.     

We don't like how this reflects on us and it is another thing to manage during a busy time.  

[acromeenes]

At the top of the organizer you can "EXPORT A BLANK ORGANIZER" and if you have personalized it for them, it will show the list of docs, etc. 

So, sometimes when things are failing I do that export function and send them the PDF of needed docs. 

Hope this helps! 

Also, here's my full trouble shooting note I send to clients to help them see their request, it works sometimes:

Tips for success:
1. Clear your web browser cookies (if you need instructions on how to do
that, let me know what browser you're using)

2. Login to your email

3. Accept the invitation

4. It will bring up an Intuit window, and login using the same email address we sent the invitation to

One note: For some clients, after they accept the link and login,
they also have to got to top right, where their business name is and click the dropdown that has multiple users. EVEN THOUGH it's the same user.

NEW THIS YEAR: can't use same email for business and personal

[IntuitGabi]

Awesome tips @acromeenes! 

It's common that some users have multiple Intuit accounts. 

Your clients must sign in with the same email address associated with the Intuit Link. Once they're logged in, they either need to change their Intuit Account email address to match the one you have or you'll have to un-invite the email you have for them and re-invite them with the email address they're using for their Intuit account. 
To ensure they are logging into the correct account, share this article with your clients and let them know which email address you're using: Recover your Intuit Account if you can’t sign in

Other troubleshooting tips: 
-clear cache and cookies as mentioned above
-sign in using an incognito browser  
-If routed to the create account page, scroll down to the bottom and click on "Already have an account? Sign In" link.

Check out the Learning More About Intuit Link page for more articles & reply back if any of these tips worked for you. 

[kmdcpa]

Hi Gabi.  How do you "un-invite the email you have for them"? I have tried deleting the info request and then re-sending, but that hasn't been working.  I have clients that I have worked with for a couple years and never had an issue.  This year, they are logging in with the only Intuit account that they have, and it says there are no requests. It sounds to me that there is an issue with Intuit Link creating multiple accounts with a single email address, so Intuit Link thinks there are multiple accounts when there are not.

[IntuitGabi]

Hi @kmdcpa See How to Un-invite a Client in Intuit Link. I'll research if there's any underlying hiccups in the time  being for ProConnect. 

[acromeenes]

that's been happening a lot for our clients. 

you can't "uninvite", but you can edit their email address in their contact, and then re-send the invitation and it will go to the new email address you've edited their profile to. 

for multiple accounts under 1 email address, they also have to go to top right, where their name is and click the dropdown that has multiple users. EVEN THOUGH it's the same user.

[IntuitGabi]

Hello, we're going to continue to research this. In the meantime, here's another workaround:

-Ask your taxpayer to create a new account with the same email you are using
-Uninvite your taxpayer from Link. See How to Un-invite a Client in Intuit Link. 
-Re-invite your taxpayer to Link. See How to invite a clients to Intuit Link using ProConnect Tax

Reminders from the above articles if your client did not receive an invitation:

1. Make sure that you entered the correct email address in the Clients screen.
2. Ask your client to check their email's spam or junk folder for the invitation.
3. Ask your client to add noreply@intuit.com to their safe sender list.
4. Click the down arrow beside View request and select Delete.
5. Trying inviting the client to Intuit Link again. 
   
   Keep this thread updated with what has worked or if you continue to have issues. 

*****
See what's trending in Hot topics: ProConnect 

[DAP]

I have had the same issue. Finally was told the account had a active and closed folder. I advised same client, same email address and same password. I  called support 4 times and requested escalation. I was told use another email address. Really. Tell the client sorry you have to get another email address as Intuit can't fix their link product. I was advised that Intuit support could not close the invalid folder and re open the original valid folder. What kind of customer service is that? Client did not do anything wrong, Intuit just didn't want to fix their link issue!!!! I had resent the email 5 times and even deleted the 2024 return and brought over another. Very Poor service!!!!!

[DAP]

I called support 4 times and never given this detail and in order to work you need the engagement letter signed. I can give you the case number Gabi

[janmason]

My client didn't change anything.  She's cleared cookies & cache.  She's using Google Chrome.  She's not a business but an individual.  I have no idea what "incognito" browser is so I'm not asking her to put some unknown browser on her computer.  What's the work around?

[acromeenes]

all browsers have an option to open an "incognito window" - it's not a separate download. it just means a window that isn't using cookies at all.

[TrishT]

Thank you for the information.  The blank organizer is what we thought we could use for our 120 clients who need a printed version, but due to the formatting limitations (Plain Text only, no address and only one taxpayer listed for MFJ) of the Engagement Letter in Intuit Link, we felt the Engagement letter portion of the Tax Organizer was not professional enough to send to clients.   We used our old Engagement Letter template from Lacerte and slip sheet with addresses.  This was not an efficient or a sustainable process, but it is done for this year.  We will evaluate for next year. 

As far as the "Nothing to do here" message.   Two people who have had this error have mentioned the device/platform they used to open the Intuit Link.  One used Mac Book, the other Apple iphone. 

The person with the iphone, called me so I was able to ask him to try logging in using a PC.   He went on his laptop, used Chrome to pull up his email.   He opened and used the registration email from Intuit Link to login and was able to see our requests then.  If you have a client willing to try this, it might work for them.      

[Marcella]

Same.  I have a client who changed her email account and now they won't sync.  And yes, I edited the email to reflect her new email account.  There is no way to delete it out either.  😞
Help!