Unable to login with two accounts

Support
1

Hi all

I now have two accounts with you. I am able to access my sole trader account, Explorer Travel but UNABLE to access my Ltd Co account, Explorer Franchise Systems.

I have reset the password several times without success. Please help.

HMRC has approved the transference of my VAT number.

Thank you.

2

Hi @Steve_Wood

Sorry to hear you’re having issues logging in. I just want to confirm a few things first if I may:

  • Did you receive the confirmation email for the account setup?
  • What error(s) do you see when trying to log in?
  • Are you logging in directly at the account’s unique web address (which would be different for each account - this looks like: https://your-company.quickfile.co.uk)
  • Have you successfully logged in previously using the email address?
3

Matthew

Thank you for your quick reply. I was out of the office last friday.

I liaised with one of your colleagues who confirmed that all my account data had been copied across to the new Quickfile account.

I had used a different email address to set it up with a unique password.

This was about one month ago.

I have not started to process transactions as I have been waiting for approval to transfer my sole trader VAT number to the new Ltd Co.

When trying to login using the saved password and email a notice stated that the login was incorrect. Knowing that the email was correct I opted to create a new password.

I went through this process several times and each time I was locked out. Iknow have two months to process and February is the end of y VAT quarter.

Thank you for your help.

Steve

4

Hi @Steve_Wood

When you say “locked out”, what errors are you seeing in regards to this?

When you reset the password, are you seeing a success message?

5

Matthew

Thanks for your reply.

I am not seeing a success message. I am seeing a message saying that I have to wait a few minutes before trying to login again.

This has happened each time I had reset the password. The system will not accept the password. I know that the email address is correct.

It’s very frustrating as I have 100s of entries to Post.

Thank you.

Steve

6

@Steve_Wood - I’ll send you a private message to get a few more details from you.

But generally, if you’re not seeing a success message when trying to change your password, then it wasn’t successfully changed.

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