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Resolving sign in problems when signing into your tax product

SOLVED•by Intuit•53•Updated 3 days ago

Get help resetting your password or recovering your user ID for Lacerte, ProSeries, or ProConnect Tax.

If you are signing into My Account, see here for steps.

Quick Summary

Forgot your Intuit account password? Here's what to do:

  • On the Sign In screen, select I forgot my user ID or Password and enter the requested information
  • Use the Show button to double-check your password before updating it
  • Update your user ID, Phone Number, or password through the Intuit Account Manager

For Lacerte or ProSeries, if you're running into an issue where you're receiving a blank sign-in screen or an error message stating that we were "unable to validate your online credentials," it's possible you need to update your tax software.

See below for more info:

Table of contents:

‣ If you've forgotten your user ID or password
‣ To change your user ID, email, phone number or password
‣ If you're locked out of your account
‣ Other sign-in issues

To recover your user ID or reset your password:

  1. On the Sign In screen select I forgot my user ID or password.
    ForgotPassword.jpg
  2. Enter your phone number, email, or user ID.
    • Try each method if one is not working as expected.
  3. Follow the steps provided to retrieve your user ID or reset your password.
    • It is important that you use the Show button (as indicated by the eyeball icon) to check that you've entered the desired password correctly before proceeding to Update password.
      PCG_L5nQY5HMO_showbutton.png

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.

  • Check your spam or junk folders.
  • Add do_not_reply@intuit.com to your contact list.
  • Check all email addresses you might've used to sign up for your account.
  • Make sure to unblock emails from Intuit.

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To change your user ID or password:

If you just need to update your user ID, phone number 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 if not there already.
  3. Select the User ID, Email Address, Password, or Phone 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.

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If you're locked out of your account:

If you received a message saying your account was temporarily locked, that lock will automatically expire in 15 minutes after your last login attempt. Once the lock has expired, you can then use the If you've forgotten your user ID or password steps on the tax product sign in screen to continue. If you continue to have trouble, contact us.
Email-PCG.jpeg

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Other sign-in issues

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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