FTB login not working - 'info doesn't match records' error. Help!

Ugh, that sounds like a nightmare! I had a similar issue last year. Have you tried calling their support line? It took me forever to get through, but they were eventually able to reset my account.

I found a way to actually get someone on the phone. I used this site's (claimyr.com) calling tool that dials the phone menu, stays on hold, waits for a live agent to pick up, then sends the call to my phone. It does cost $20, but it works. Here's a video about it: https://youtu.be/XbqD8mexcoQ

Here's what you need to do: 1. Double-check all your login info. Make sure you're using the correct username/email and password combination. 2. Clear your browser cache and cookies, then try again. 3. If that doesn't work, try using a different browser or device. 4. Still no luck? You might need to reset your password. Look for the 'Forgot Password' option on the login page. 5. If none of the above works, you'll need to contact FTB directly. Be prepared with your personal info, LLC details, and any correspondence you've had with them. 6. When you do get through, ask them to verify all your account details. Sometimes there's a mismatch in their system that needs to be corrected. 7. While you're at it, request a statement of how much you owe for your LLC. 8. If all else fails, consider visiting an FTB office in person if there's one near you. Hope this helps! Let us know how it goes.

lol welcome to the wonderful world of FTB 🤡 where nothing works and we're all just clowns trying to pay our taxes

Have you checked if there's any system maintenance going on? Sometimes they do updates that can mess with logins. Might be worth checking their Twitter or Facebook for announcements.

Ive been dealing with FTB issues for my small business for MONTHS now. its a complete disaster. I feel your pain, OP. Hang in there!

Hey, former FTB employee here. The 'information doesn't match records' error usually means there's a discrepancy in your personal info. Could be something as simple as a typo in your address or a name change that wasn't updated. When you get through to someone, ask them to verify ALL your info on file.

have u tried turning it off and on again? 🤣

Serious question: why does FTB make everything so complicated? It's like they're stuck in the 90s with their tech. Anyone know if there are plans to upgrade their systems?

This is such a common issue unfortunately! I went through the exact same thing with my business account last month. What finally worked for me was creating a completely new account from scratch with the same info - turns out there was some glitch in their system that kept flagging my original account. It's annoying to have to start over, but it might be worth a shot if nothing else works. Also, when you do get through to someone, ask them to check if your LLC entity number matches what's in their system - sometimes there's a mismatch there too.

Oh man, I feel your pain! I went through this exact same nightmare about 6 months ago with my LLC. The "information doesn't match records" error is so vague and unhelpful. What finally worked for me was going through their online chat support instead of calling - I know it sounds crazy, but I actually got better help there. They were able to see that my business address in their system was slightly different from what I was entering (missing apartment number). Also, make sure you're using the EXACT same info that's on your LLC registration documents - even small differences like "St" vs "Street" can cause issues. If you can get your hands on your original FTB correspondence when you first registered your LLC, use that info exactly. Hope this helps and you get it sorted soon!

I had this exact same issue with my business account! The trick that finally worked for me was to use your EIN (Employer Identification Number) instead of your SSN when logging in, even if you're a single-member LLC. A lot of people don't realize that FTB sometimes requires the EIN for business accounts, even when the SSN was used initially during registration. Also, double-check that you're using the business name exactly as it appears on your Articles of Organization - not your DBA or any shortened version. If you still can't get in, try logging in during off-peak hours (like early morning or late evening) when their servers aren't as overloaded. The system glitches are way more common during busy periods. Good luck!

I went through something similar with my business account earlier this year! One thing that helped me was making sure I was using the exact same browser and clearing ALL stored passwords/autofill data first. Sometimes browsers save slightly different versions of your login info that don't match what FTB has on file. Also, if you moved recently or changed your business address, that could be causing the mismatch - their system is super picky about addresses being exactly right. Another weird thing I discovered is that if you have any pending mail from FTB (like notices you haven't opened), sometimes that can lock your account until you call and confirm you received them. It's frustrating but documenting every attempt and error message you get will really help when you finally reach someone. Keep trying different times of day to call - I had better luck around 2-3 PM when the morning rush died down. You'll get through eventually!

I'm dealing with a similar situation right now with my personal tax account! One thing I discovered is that FTB's system is super sensitive to how you enter your name - if you have a middle initial or suffix (Jr., Sr., etc.) it has to match EXACTLY what they have on file. Also, if you've ever filed taxes using both your maiden and married name, or have any name variations in their system, that could be causing conflicts. Try entering your name exactly as it appears on your Social Security card or driver's license. Another tip: if you've moved in the last few years, make sure you're using the address they have on file for you, not necessarily your current address. Their system doesn't always sync updates properly. I know it's incredibly frustrating, but hang in there - once you get through to someone they can usually sort it out pretty quickly!

I just went through this exact same nightmare a few weeks ago! The "info doesn't match records" error is the worst because it gives you no clue what's actually wrong. What finally worked for me was realizing that I had been entering my business name with "LLC" at the end, but their system had it registered without the "LLC" suffix. Also, if you've ever changed your registered agent or had any amendments to your LLC filing, make sure you're using the most current information that matches their records - not what you think should be correct. One more thing that might help: try logging in using just your last name and first initial instead of your full first name, sometimes their system truncates names weirdly. The whole FTB system is honestly a mess, but you'll eventually get through it. Document everything and don't give up!

Ugh, I'm going through the EXACT same thing right now! Been locked out for over a week and getting nowhere with their phone system. Reading through all these responses is actually giving me some hope though - sounds like there are a bunch of different things that could be causing this. I'm definitely going to try the EIN instead of SSN trick that @Sean Murphy mentioned, and the browser clearing thing from @Sophie Duck. It's so frustrating that we have to become IT detectives just to pay our taxes! Has anyone tried their online chat support recently? @James Johnson mentioned it worked better than calling, but I'm wondering if it's still available or if they got rid of it. Thanks everyone for sharing your experiences - at least we're all suffering together! 😅

I'm dealing with this exact same issue right now! Been trying to access my LLC account for the past week and keep getting that infuriating "information doesn't match records" error. Reading through all these responses has been incredibly helpful though - there are so many potential causes I never would have thought of! I'm definitely going to try the EIN instead of SSN approach that several people mentioned, and also double-check that I'm entering my business name exactly as it appears on my Articles of Organization (probably without the "LLC" suffix). The browser clearing and off-peak hours tips are great too. One thing I wanted to add that might help others - I noticed this started happening right after I moved my business address but before I updated it with FTB. So if anyone else has had recent address changes, that could definitely be the culprit. Also, if you have any middle initials or name variations, make sure you're using exactly what's on your Social Security card. It's honestly ridiculous that we have to become systems experts just to pay our taxes, but at least this thread proves we're not alone in this nightmare! Thanks everyone for sharing your solutions - gives me hope that there's actually a way through this mess 🤞

I'm so glad I found this thread - I'm literally going through the exact same thing right now with my LLC account! Been locked out for almost 3 weeks and that "information doesn't match records" error is driving me absolutely insane. Reading everyone's solutions has given me so much hope though! I never would have thought about using my EIN instead of SSN, or that something as simple as including/excluding "LLC" in the business name could cause issues. I'm also realizing I might be entering my address wrong - I moved my business location about 6 months ago and did the paperwork, but knowing FTB, who knows if it actually got updated in their system properly. Going to try all these suggestions starting with the EIN approach and clearing my browser completely. Also planning to call right when they open tomorrow morning - fingers crossed I can actually get through! Thanks everyone for sharing your experiences and solutions. It's weirdly comforting to know I'm not the only one dealing with this bureaucratic nightmare. Will definitely update this thread if I find anything that works! 🤞

I'm dealing with this exact same issue right now! Been locked out of my LLC account for about 10 days and that "information doesn't match records" error is so frustrating because it tells you absolutely nothing about what's actually wrong. This thread has been incredibly helpful though - I had no idea there were so many potential causes! I'm definitely going to try using my EIN instead of SSN first, since that seems to have worked for several people. Also going to double-check that I'm entering my business name exactly as it appears on my original filing docs (probably without "LLC" at the end knowing FTB's quirky system). One thing I wanted to add - has anyone noticed if this issue got worse recently? I'm wondering if they did some kind of system update that broke a bunch of accounts. I was able to log in fine a few months ago, and nothing on my end has changed, so it feels like something on their side might have glitched. Also planning to try that early morning calling strategy - thanks everyone for sharing what times actually worked for you! It's so reassuring to know this is solvable, even if it's a total pain to figure out. Will definitely update if I find the magic combination that works! 🤞

I've been lurking here for a while but finally created an account because I'm going through this EXACT same nightmare right now! Been locked out of my LLC account for over 2 weeks with that same "information doesn't match records" error. It's honestly maddening. This thread has been a goldmine though - I never would have thought about half these solutions! The EIN vs SSN thing that multiple people mentioned seems like the most promising lead. I'm also realizing I might have the LLC suffix issue since I've definitely been typing "My Business LLC" instead of just "My Business" like it probably appears in their system. One thing I haven't seen mentioned yet - has anyone tried logging in from a completely different network/location? I'm wondering if there's some weird IP-based issue going on too. I might try using my phone's hotspot instead of my home wifi just to rule that out. Going to work through all these suggestions systematically starting tomorrow morning during off-peak hours. It's weirdly comforting to know so many people have gotten through this successfully - gives me hope that there's actually a solution buried in FTB's bureaucratic maze somewhere! Thanks everyone for sharing your experiences and tips. This community is a lifesaver when dealing with government systems that seem designed to drive us all insane! 🙃

I'm dealing with this same nightmare right now! Been locked out for about a week and that error message is so unhelpful. Reading through all these responses has been incredibly eye-opening though - I had no idea there were so many potential causes! I'm definitely going to try the EIN instead of SSN approach first since that seems to have worked for multiple people. Also going to make sure I'm entering my business name exactly as it appears on my original Articles of Organization (probably without "LLC" at the end knowing how picky their system is). The timing tips are really helpful too - I've been trying to call during lunch hours when everyone else is probably doing the same thing. Going to try early morning tomorrow. One thing I'll add that might help others - if you've recently updated your registered agent or made any changes to your LLC filing, double-check that those are properly reflected in FTB's system. Sometimes there's a lag between when you file amendments and when their login system actually updates. Thanks everyone for sharing your solutions - it's reassuring to know this is actually solvable even though it's a total pain! Will update if I find the magic combination that works 🤞