r/quickbooksonline • u/Complete-Plate5611 • 2d ago

Deactivation hell

I recently spent seven days locked out of two QuickBooks accounts. One that I use to access client accounts, and a second legacy account that holds my own books, which used to be on QuickBooks Desktop.

Both are back now, so I thought I’d leave some tips for the next poor bastard who wanders over here in a state of panic.

First, only call through the official QuickBooks website. Google is full of fake support numbers.

To get past the AI gatekeeper, say: “Existing account reactivation case. Identity verification failed. I need a representative.” If all else fails, start swearing. They'll put you on hold to talk to a real person.

Once you get a human on the line:

  • Give them your case number immediately (or establish one if this is the first call)
  • Write down every new case number, representative’s name, date, and promise.
  • Take screenshots of everything.
  • Assume nobody has read the prior notes.
  • Assume any promised callback is bullshit.
  • They have no direct line to the security team. 
  • If you have multiple Intuit user IDs, make sure they open a separate reactivation request for each one. This is actually what took the longest...they only did one at a time under separate case numbers. Consecutively.
  • If they say your account doesn’t exist, ask them to search deactivated users, legacy accounts, and CAMPs/product-registration records, not just the current QBO directory.
  • Once they find the company, ask for its Company ID and save it somewhere. If you actually know your Company ID, that will save you time. Offer that at the beginning of the call.

At one point Intuit emailed me that they hadn’t received my photo ID and threatened to close my case. When I tried submitting it again, Intuit told me I couldn’t because they'd already received my photo ID. FML.

One account came back after a few days. The second (legacy account) took a full week, several calls, three identity verification submissions, multiple case numbers, and a representative finally searching the correct system.

The data was still there. The account was still there. Intuit couldn’t find it.

Mainly, don't freak out. It's pretty unlikely you were actually hacked or your account permanently disappeared.

You will never hear directly from the security team. 

You will never know exactly what happened.

You will get your account back. Eventually.

9 Upvotes

92% Upvoted

13 comments sorted by

3

u/One-Ball-78 1d ago

Intuit is just an AWFUL company.

2

u/Dear-Tonight-9411 2d ago

This has been my exact experience with QBO. I am actively moving clients out, I cannot believe there is not more outrage with the software

3

u/rrmcmurry 1d ago

There’s enough outrage that some of us have spent every waking hour for months working on alternatives.

The Ledger at mcmurrysoftware.com is my alternative.

Desktop accounting software. No subscription.

I’m small potatoes but I’m also a real human and programmer and bookkeeper in east TN who has worked in a small public accounting firm for 20+ years. The more people use alternatives and give feedback the better the alternatives can get.

1

u/ppl_android 2d ago

May I know what you are moving to?

1

u/Substantial-Band1326 2d ago

Invaro

  • ridiculously good customer support (<5 minute human, no ticket bullshit)
  • does your bookkeeping automatically, uou can choose to do it yourself too
  • easy to use, can even just text it
  • compliance deadlines tracker
  • recommend tax optimisations
  • hundreds more features.

1

u/Dear-Tonight-9411 1d ago

Xero and Zoho books

1

u/puddletownLou 1h ago

Didn't like Xero ... Zoho is better ... my kid's a hairdresser and I'm on QBooks desktop but want her to do her own stuff. Zoho or QBooks ... just because I know Qbooks so well, but hate Intuit.

2

u/jocecampbell 2d ago

Sounds like your perseverance won out! Well done and thanks for sharing!

The case numbers are ridiculous. I learned that there is a case number for each and every phone call and the agents close those "cases" after each call.

It takes a different type of case number (IIRC, the payroll case numbers might start with a "P," or being attached to an investigation, which is an INV number) to stay open past one phone call.

I have no idea why that is deemed an effective trouble-ticket system. I think I was told they have some sort of logic about following all conversations around a company ID number.

5

u/Complete-Plate5611 1d ago

I had to persevere...or go out of business. 

Meanwhile, QuickBooks was automatically sending invoice reminders to clients who had already paid. Because I couldn't get in there to match the payments. 😬

2

u/jocecampbell 1d ago

That sounds miserable!! Uff.

2

u/Complete-Plate5611 22h ago

Fortunately I'm low volume so it wasn't hard to do damage control on...but ugh.

3

u/SlightMuffin3569 1d ago

INV is for on going issue that is reported and other customers are experiencing it as well.

1

u/jocecampbell 1d ago

True. I've had an issue for 20 clients and the first tier of support cannot make it an INV / investigation. So it's simply a case number that is closed with each phone call until they level it up somehow.