Hello canadaehh,
I love that you're wanting to work with your CPA and appreciate wanting control over their access. That way, you can be sure that you know who is access your books and how. I'm with the Canadian support team and can help clear up how this might work so you can get back to work in QuickBooks Online.
When you add an accountant user type to QuickBooks Online, it automatically sets the person with that user type up as an admin. What Fiat Lux mentions about an accountant user needing to have the same regional version for QuickBooks Online Accountant as you have for QuickBooks Online is correct, but since you don't want the CPA to be an admin user, you could instead consider adding them as a standard or other user type. Here is a great article for QuickBooks Online Canada's user types: User roles and access rights in QuickBooks Online
Keep in mind that adding someone as an accountant user gives them the tools and accesses they need to help you in your books, such as undoing reconciliations, making adjustment-specific journal entries, and more. If you set the CPA up with regular access, they won't have those tools and may not be able to help you as much as you'd like them to. I recommend discussing the options with your accountant to make sure you both have the best setup for you.
As for contacting support, I want to make sure you have the correct information there as well. QuickBooks Online Canada does not have email support, which is why you wouldn't have hear back from our team. The only time you can email with support is when you have an open case with us, but after that case is closed, the option to email is also removed.
There are a few ways you can reach support outside of the community forum, however, and I'll highlight those options just below to make sure you have them for next time.
Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.
I hope this has been helpful. Feel free to reply to this thread if you have further questions. :)
