We'll help you check what's causing this behavior, jenny19.
You can have your client do the troubleshooting steps to see if it's a browser-related issue. Let's have them use the incognito or private browser mode. This is a setting that prevents browsing history from being stored..
Here are the keyboard shortcuts:
- Chrome: Ctrl + Shift + N
- Mozilla Firefox: Ctrl + Shift + P
- Internet Explorer: Ctrl + Shift + P
- Safari: Command + Shift + N
Then, go to https:\\qbo.intuit.com and have them log in to their QBO account. Try to upload a document on the My Accountant page, and If it works, we can go back to the regular browser and clear its cache. This helps refresh the settings.
Alternatively, they can use a different browser such as Internet Explorer, Firefox, or Safari. In the meantime, they have to manually email the document outside of QBO.
If they're getting the same result, I'd recommend reaching out to our Phone Support Team. We will investigate this issue further.
Here's how you can reach out to us:
- Click Help located in the upper right-hand corner.
- Click the Contact us button located at the bottom of the Help window.
- Enter a topic in the What can we help you with? box.
- Click Let's talk.
- Click the Start a Chat or Get our phone number button.
For other questions or concerns, feel free to visit us again. Thank you.
