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Resolving error 3-28 when licensing ProSeries

SOLVEDby IntuitProSeries Basic8Updated 2 weeks ago

This article will help you solve for the following error message:

  • We were unable to locate your customer number and ZIP code in our database. Please verify that the customer number and ZIP code are correct and then try again. Error Code 3-28
  • If you are receiving this error in ProSeries 2006-2018, see the steps on unlocking prior year ProSeries instead.
  1. Click OK on the error message.
  2. Review the Customer Number and correct it if it doesn't match. There are two places to find the Customer Number that the order was placed under:
    1. Your order confirmation email.
    2. Log into My Account. It'll show on your Dashboard.
  3. Review the Zip Code. This should be the Sold To Zip Code from your order confirmation email.
  4. Click OK to try to re-license.
  1. Open ProSeries.
  2. From the Tools menu, select Options.
  3. Click on the Customer Information button.
  4. Review the Customer Number and correct it if it does not match. There are two places to find the Customer Number that the order was placed under:
    1. Your order confirmation email.
    2. Log into My Account. It'll show on your Dashboard.
  5. Review the Zip Code. This should be the Sold To Zip Code from your order confirmation email.
  6. If you changed the customer number select OK to close out of options.
  7. From the Tools menu choose License Products.

If you still receive the error review the Order Confirmation email to see if the Ship to Zip Code is different then the Sold To Zip Code. If this different attempt the steps again with this zip code. The system may still be picking up the zip code off a prior renewal. Once a new order is placed this will update.

If you are still receiving the error message ​click here to contact Customer Service.

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