Issue: Client can't access Intuit Link without creating new email

[YJCPA]

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 had been set to Inactive (which is a problem in and of itself).  The solution given to me - "have the client create a new email address and send a new invite" - is an unacceptable solution.  She doesn't want another email address. Will she have to create another new email account next year, and the year after?  How many more of my clients will have the same issue?  Please fix this ASAP!!  Do you not realize how incompetent this makes Intuit look?  I chose ProConnect because of your portal feature.  Buyer beware.  If this doesn't get addressed immediately, I'll be looking elsewhere next tax season.

[hcliston]

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!

[ccturrentine]

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. 

[hcliston]

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. 

[ELJ_CPA]

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.

[NFODJE]

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

[abctax55]

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 

[agitter]

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!

[crodjom]

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.  

[IntuitGabi]

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

[hcliston]

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.

[IntuitGabi]

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! 

[NFODJE]

@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.