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Level 1

Cannot change the master admin account

Hey everybody!


I'm having some difficulty change the master admin account. Maybe, somebody is aware of this issue and a potential fix. Whenever I try to assign a new master admin, I'm asked to confirm my identity. The only available option is "verify my account in a different way" (see screenshot). If I continue, I'm taken to the password reset page. Even if I change the password, the exact same thing happens the next time I try.


Any ideas on how to solve this?

QuickBooks Team

Cannot change the master admin account

I'll help with your concern about logins, pavelj.


A possible cache or browser issue might have kept you routing back to the same page. If that's the case, use an incognito or private browsing session when logging in to your account. Use these keyboard shortcuts to open an incognito window:


  • Ctrl Shift N  for Google Chrome
  • Ctrl Shift P  for Firefox
  • Control Option +if you're using Safari


Once logged back in, try to log back in and check if you're able to get past that page. Then, make sure to go back to the regular browsing session and delete your browser's cache and cookies after your able to change the Master Admin. Let me share this article as a guide: Clear Cache And Cookies To Fix Issues When Using QuickBooks Online.


You can also contact our chat or phone support teams if the issue persists. They can pull up your account and help you transfer the Master Admin account. Here's how:


  1. Go to the Help menu and select Contact Us.
  2. Let them know that you need help with changing the Master Admin, then click Let's talk.
  3. Select between Start Messaging and Get a call.


Please take note that due to the growing impact of COVID 19, our chat support channel is only open in between 6 AM to 6PM every Monday to Friday. See this link for more details about their operating hours: Support Hours And Types.


Let me know if you need anything else. 


Level 1

Cannot change the master admin account

Unfortunately, using incognito mode did not help. I'm still asked to reset my password and taken back to the homepage.


And contacting the support requires a US phone number, which I don't have.

QuickBooks Team

Cannot change the master admin account

Hi there, pavelj. 


I have a few more options for you to try, if possible I would recommend a different browser, I'm not sure what browser you're currently using but we recommend using Google Chrome. You can also try the QBO app for Windows/Mac. Lastly but not least, I recommend trying to log into From there you should be able to manage and update your information. If none of these options help, you can still contact our chat support even though you don't have a US based phone number. To do so, follow these steps:


Contact us through your product

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose Start a chat with a support expert.

If you have any other questions, feel free to post here anytime. Thank you and have a nice evening. 

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