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"Oops, something went wrong" or "Hmm, that didn't work" error when attempting to sign in

by Intuit Updated 5 months ago

When logging into the ProSeries or Lacerte sign-in screen, you may encounter one of these messages.

This error can occur if:

  • The internet security settings are set too high
  • Intuit isn't included as a trusted site
  • You're logged into another computer with the same credentials
  • There's a username and password mismatch

To add trusted sites for Intuit products:

  1. Close your Lacerte or ProSeries software.
  2. In Windows, open Control Panel and select Internet Options from under Network and Internet.
    • You can also use the Search feature on your Windows taskbar to search for "internet options."
  3. Click Security tab.
  4. Click on the Trusted Sites.
    • If you are on a network, add to Local Intranet Sites instead of Trusted Sites.
  5. Click on Sites.
  6. Add https://* to the list of Trusted Sites by copying it in the field labeled Add this website to the zone.
  7. Click Close.
  8. Change the Security Level for this zone section to Low.
  9. Click Apply and then OK.
  10. Reopen your tax software.
  11. Attempt to login.
  12. If issues persist, see Troubleshooting browser issues when visiting Intuit websites for next steps.

To reset your password for Manage Users:

  1. Click I forgot my user ID or password.
  2. Enter your email address or user ID associated with your Manage Users login.
  3. Click Continue.
  4. Once you receive the recovery email, follow the on-screen instructions.
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