I need to add an user to my account but the option isn't available. Under manage user, there is an "upgrade" button that directs me to a 1-800 that doesn't work.

Hello there, @thiago_vboas

There are maximum users you can add depending on the QuickBooks Online subscription you've availed. You can check out the list below for more information:

• QuickBooks Online Simple Start - 1 user only (Master Administrator) and 2 accountants.
• QuickBooks Online Essentials - 3 users (including the Master Administrator) and 2 accountants.
• QuickBooks Online Plus - 5 users (including the Master Administrator) and 2 accountants.
• QuickBooks Online Plus - 25 users (including the Master Administrator) and 3 accountants.

However, if you want to add more than one user, you'll need to upgrade your subscription.

Here's how:

1.  Go to the Gear icon.
2. Choose Account and Settings.
3. Select Billing & Subscription. 
4. Then, from the QuickBooks section select Upgrade.
5. You will be presented with options for upgrading, along with its features and pricing.
6. Click Upgrade for the product you want. 
7. If prompted, enter your payment information.
8. Confirm the upgrade and your new billing, then choose Confirm Upgrade.

For more detailed steps, you can refer to this article for more details: Upgrade your QuickBooks Online subscription.

Also, you can visit our plan and pricing page for the lists of plans and features that best suits your needs.

Keep in touch if you need further assistance with this, or if there's anything else I can do for you. I've got your back. Have a good day.

Hi Grace,

I'm the only user in the account and I want to add another user, not accountant.

The upgrade button leads to a message with a 1-800 phone that's isn't recognized.
What should I do?

Thanks

Thiago

Hello there, thiago_vboas.

I appreciate you for providing additional details about your account status. This way, I can be able to deliver the right resolution for your concern.

Based on your description, it appears like you're currently subscribed to our QuickBooks Online Simple Start. The program offers only 1 user and that's you the Master Administrator. It'll also let you add or invite 2 of your accountants to view your account.

You should be able to upgrade your subscription in the Billing & Subscription menu in your account settings. Since you're unable to do so, let's perform some troubleshooting steps to help us resolve the issue.

There are times that your browser is full of frequently accessed page, causing some unusual responses. Let's isolate this by logging into your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox or Internet Explorer)
• Control + Option + P (Safari)

Once signed in,upgrade your account again. If it works, return to your default browser and clear its cache and cookies. This will remove the older data which cause viewing and performance issues and refreshes the system.

Moreover, if the issue persists, you can pull up and upgrade your account using other supported browsers.

In case the issue continues after performing the suggested steps above, I'd recommend contacting our QuickBooks Online Support team. They can identify what causes the issue and help you upgrade your account so you can add another user.

Please let me know if you have other concerns. I'm just around to help.

I took a screen grab of the pop window with the phone

Thiago_vboas,

Thanks for the screengrab

We've identified that your account wasn't taken put directly through QuickBooks and is billed by Googleplay which is why you are having difficulting upgrading. You can either contact them or request your billing be moved to QuickBooks which we can do and once done you would then be able to upgrade in the product.

Emma

Thanks a lot Emma.

Could you please transfer the billing from Google pay to QuickBooks as you suggest?

Thanks a lot

Thiago

I'd like to direct you to the right support who can help you with this, thiago_vboas.

You can reach out to our Customer Care Team by following these steps:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Select Start messaging.

Please keep us posted on how the call went, or if you have any other concerns. Thanks.