Intuit Link - some users unable to log into their account - what is causing this and how do we fix it?

[chris_R]

I have had numerous clients over the past two dayd tell me that they are unable to log into their account on Intuit Link.  After getting to the log in screen, and entering their password, the error of "you do not have an account, please ask your acountant invite you to Intuit Link" pops up.

I have had clients try different browsers, making sure they are logged out of any Intuit products, deleting the cash and history, etc without luck.  I did a screen share with one client and saw the exact issue occuring, even though I checked and they have NO other Intuit products and their Intuit Link account was still listed as their email address that the account was setup under.    Please note these are all repeat customers that are having this issue.

For 2 of my clients, I had to change their email, then change it back and reinvite them to Intuit Link, which prohibits them from accessing any prior year info.  I have had 2 decide to go elsewhere due to the problems, so I am now losing business because of these issues.  I still have a few others that are in limbo, unable to access the app.

I have no idea what is causing this problem or if this has been reported from other accountants, but since I've having numerous clients with this issue it seems to be more widespread.  I have tried everything I know and I contacted support, who had no idea and asked that I post on here.

[Skylane]

I haven't had any complaints or issues recently... at least none that I'm aware of...  

In the past,  I've uninvited and reinvited to clear up individual client logins.  For the most part, they seem to be able to use the previous links and gain access.   Hopefully they get the tax year drop down correct. 

[chris_R]

Yes that is a last resort workaround.  But doing this now removes the client's access to all prior information.  This should not be needed, there are definite issues with the site/app that should be addressed.  I would think other users are running into this issue, as I'm up to 8 clients with this issue now.  I've had to start changing over to another app for some clients because of this and support was zero help. I've already created several other workaround for other Intuit issues, this shouldn't be necessary for the amount of money I am paying, nor should I have to use multiple document sharing sites because of issues on Intuit end.  I've used this software for over a decade and the issues are the worst this year.

[jls1985]

Yes, it's very frustrating. I've had several clients that this happens to each year. I know it happens a lot with clients who also have a QuickBooks Online account or have used Turbo Tax in the past.