QuickBooks Online

To our customers,

I deeply apologize for the pain we have caused those of you affected by this week’s outage. We hold ourselves to the highest standards in dependability and customer service, and over the past two days, we have failed to live up to those expectations.

My leaders and I have spoken to a number of you and there is simply no excuse for having such a negative impact on you.

It is our priority to work with those of you who are affected and, where we can, make things right. We have all-hands on deck to help you resolve the issues caused by this outage.

I want to share with you what we know at this time about what happened. The disruption occurred during a routine maintenance procedure.  An accidental but severe power failure during that procedure affected our primary and backup systems, taking a number of Intuit’s websites and services offline.

We worked to restore our sites and services as quickly as possible while bringing services back in the safest, most reliable way. We understand your frustration and are sorry it took so long. We understand the important role our services play in your business and life. And we take that responsibility very seriously.

I also want to share that we have no evidence of a security breach or attack on our servers. And at this time, we do not believe there was any damage or loss to customer data.

At this stage, we have teams monitoring the performance of applications and further investigating the cause of the problem so that we can learn from this outage and prevent it from happening again.

I want to thank you for your business and your patience. We will work our hardest to earn back your trust.

Thank you,

Brad

President & CEO

Intuit, Inc.

I apologize for the effect that the service outage had on you and your business. We know our customers rely on QuickBooks Online and we take it very seriously when your business is unable to perform its key tasks.

Your business success and the availability of our service is one of our top priorities. We have an entire team of folks investigating this incident and are committed to improving our service’s availability.

My sincere apology,

Suchi Upadhyayula
suchi_upadhyayula@intuit.com
Director of Product Development, QuickBooks Online

We’ve restored service to the Intuit customer websites affected by this week’s outage. The Intuit sites, including TurboTax Online, QuickBooks Online, Quicken and QuickBase, are live today following work that continued throughout the night. In some isolated cases, customers may need to refresh their browsers to connect to our sites.

“We’re carefully monitoring the sites and the applications that support them to ensure we provide the services that customers expect. And they’re performing well at this time,” said Ginny Lee, Intuit chief information officer. “We’re deeply sorry for the disruption to businesses and consumers and appreciate their patience as we worked to resolve this problem.

“With service restored, it’s our priority to work with those affected and resolve any issues caused by this outage.”

The outage occurred during routine maintenance Tuesday night. An accidental power failure at that time affected Intuit’s primary and backup systems, taking a number of Intuit corporate websites and services offline.

Quick Update: Many of you signed up for a service update email…to notify you when we are back in action.  As of now, most of our users have regained service. However, our systems prevent the email notification from being sent until all of our users are back online.  Typically this hasn’t been a problem for us,  but given the current situation (some users are back up and others are not) it now presents a problem.

We want to apologize for those users who did not get a notification from us right away. You will receive one, but it may be after you have already re-gained access.   This is a learning for the team and we’ll work to correct it.

Quick update: Many of you (most) should be able to log in right now. Unfortunately there is still a subset of users who are unable to log in. We know this and are working to bring everyone back online in the quickest way possible. As soon as this happens, we’ll let you know.   We are sorry how long this has impacted you, your employees  and your customers… and will continue to update everyone on the status.

Please go to the URL https://qbo.intuit.com to log in.

We’re beginning to restore access to QuickBooks Online and all other affected Intuit websites and services. Many customers already have access at this time, and we’re continuing to work toward full restoration. Please go to the URL https://qbo.intuit.com to log in.

Our preliminary investigation indicates the outage occurred during a routine maintenance procedure Tuesday night. An accidental power failure during that procedure affected both our primary and backup systems, taking a number of Intuit websites and services offline. While power was quickly restored, we’re working diligently to validate our systems and bring them back into full operation.

We apologize for disruptions we’ve caused and understand the importance of our services to our customers. We will continue working nonstop until all affected websites and services are fully restored.

We apologize to those of you who have been unable to connect to a number of Intuit websites, including QuickBooks Online, that became unavailable at about 7 p.m. Tuesday, Pacific time.

Our first priority is to restore these websites and give you full and complete access to our sites and your data as soon as possible. We are also investigating the cause of the problem and will take measures prevent a recurrence. We appreciate your patience and will provide more information as it becomes available.