Why can't I see my client after accepting their invitation to create an account through Quickbooks Online Accountant?

Answer

You’ve come to the right place, dharyyll

Let’s get the missing client to appear in your Client list.

Here are the possible reasons why you can’t see your client in QuickBooks Online Accountant (QBOA) Client list:

  • You were not invited as the accountant.
  • Incorrect login is used.
  • The client was moved to the inactive list.
  • Firm access to the client was removed.
  • The client was renamed in the list.

To help fix this, let’s first confirm that your client is missing. Here’s how:

  1. Go to the Gear icon, then select Switch Company (see the first screenshot below).
  2. From the Company Selection page, select the Triangle ( ) symbol.
  3. From the list of companies attached to the firm, search for the company that is missing from the client list.

If the client doesn’t appear in the list of clients attached to the firm, you’ll need to verify that the company was not made inactive. To make the client active again, see this article: Change Client's Status.

If the client isn’t inactive, you might not have admin privileges that allows you access. To fix this, check with other members of your QBOA firm to see whether they have access to the client.

If you’ve confirmed that another member has an access to the client company, you can request the firm owner to perform the steps below:

  1. Go to Team from the left navigation menu.
  2. From the list of team members, select on the user that cannot access the client.
  3. Select the Client Access tab.
  4. Select a check-mark next to the client from which you're requesting access (see the second screenshot below).
  5. If the client is already checked, un-check the client and save the changes.
  6. Then, re-check the client and save the changes again.
  7. You should now have access to the client company.

If none of the members of your firm can access to the client company, you can have the client re-invite you to their company as an accountant user.

If the client appears in the list of clients attached to the firm, you can perform the last batch of steps through this useful article: https://community.intuit.com/articles/1770439.

You can also use our interactive Missing Client guide to help you find the solutions.

The steps above will help achieve your goal, dharyyll. If you need anything else, I’d encourage leaving a comment below. I’ll be here to help. Have an awesome day!

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IntuitRaymondJay , Community Support Specialist
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