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Account management
Thanks for joining this thread, smith2019.
I'm here to guide you to the right support so you can get the help you need.
I've checked our investigation list, and we don't have any ongoing investigation about adding a user to the QuickBooks payment account. In this case, I encourage you to contact our QuickBooks Merchant Support Team. They have additional tools to pull up your account to investigate this further and process troubleshooting steps if necessary.
You can contact our Merchant support through this link: QuickBooks Payments.
For additional reference, you can check this article on how to add a user to a QuickBooks Payments account.
Please let me know how it goes by adding a comment below. I'm just a post away if you have other questions about adding a user. Have a good one.