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Resolving sign in problems when signing into My Account

by Intuit•18• Updated 6 months ago

This article will help you if you need help resetting your password or recovering your user ID while signing into My Account.

If you need help while signing into Lacerte, ProSeries, ProConnect Tax products, see Reset your password or recover your user ID when signing into your tax product.

Table of contents:

‣ To recover your user ID or reset your password
‣ To change your user ID or password
‣ Other sign-in issues

To recover your user ID or reset your password:

  1. On the Sign in screen enter your phone number, email or user ID and select Sign In.
    A screen shot of the Sign in screen with a blank field for phone number, email or user ID.
  2. If you can't remember your password select the Text a code to (***) ***-**XX option.
  3. Enter the verification code and select Continue to sign in.

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To change your user ID or password:

If you just need to update your user ID or password, you can do it from Intuit Account Manager.

  1. Sign in to the Intuit Account Manager.
  2. Select the Sign in & security menu.
  3. Select the User ID, Email Address, or Password section.
  4. Make your changes.
  5. When you're done, select Save.

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This section is applicable in the rare case that you no longer have access to your phone or email on file. You can use the account recovery form to start your account recovery. We'll process your request within one business day. Our business hours are M-F, 8 AM to 5 PM PT.

For your security, only you can make changes to your Intuit Account. Our support team doesn't have access to update or modify your account information.

  1. Take a high-quality photo or scan of your driver's license, state ID, passport, or notarized document.
  2. Use the button below to fill out form with your info, and upload your ID or document.
  3. Within one business day, look for an email from no_response@intuit.com with the next steps. If we approve your request, you'll receive a link to reset your password.
    Recover my account

Note: This form is currently available only in English.

Other sign-in issues

If you encounter the following screen when trying to recover your password see the alternative instructions below:
PTG_error_6-5-23.png

Contact our Customer Service team for Lacerte here, ProConnect Tax here, or ProSeries here.

It can take a couple of minutes for your code to arrive. Here are a few things you can do:

  • Check your junk mail or spam folder to see if the email went there.
  • Check all email addresses you might've used to sign up for your account.
  • Unblock or add Do_not_reply@intuit.com as an approved sender in your email app.
  • You can get a new code sent to you by selecting the I didn’t get a text, I didn’t get an email, or I didn’t get a phone call link on the product sign-in page.
  • If you lost your phone, check your text messages online at your cell carrier’s website.

You may have accidentally blocked the phone number we sent a text message from. Make sure to allow or unblock our number 88811 on your iOS or Android device.

If you entered the exact code that was sent to you and it didn’t work, it’s most likely because you’ve generated multiple codes and aren’t using the most recent one.

Try these tips to verify your account:

  • If your code doesn’t work, request another code by selecting I didn’t get an email or I didn’t get a text message.
  • Delete any previous codes we sent you to make sure you use the most recent code.
  • Keep the window with the code entry form open. Closing the window invalidates your code, meaning you’ll need to start over from the sign-in page to generate a new code.
  • Check your email in a new tab or window, so you can keep the verification code page open at the same time.

If you’re signing in using a web browser, clear your cache and cookies to get rid of any pre-filled passwords. Also, clear any password managers or system settings with any stored passwords for the site. Make sure to close and reopen your browser before you sign back in to your account. If you’re using the app on your phone, close and reopen the app.

If you still can’t access your account after trying all of the troubleshooting steps in this article, contact customer service:

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