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.