Change of Primary Admin NIGHTMARE

Have you followed the following procedure

https:// quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-primary-admin-contact/L2P0XAUIT_US_en_US?uid=l2umz3cu

If you are still using QBD 2021, you can still purchase a one-time license for QBD 2021 as an option.

Yes. I submitted the paperwork 3 different times! When I called 7 days after submitting it for the first time, they claimed my files weren't there, so they had me upload them through a file share. They told me to wait another 5-7 days. I waited over 2 weeks and it still had no update, so I was asked AGAIN to upload the files in a new file share. I did that on 4/11/22. I STILL do not have a response and it STILL has not been corrected.

I shouldn't have to spend MORE money to correct something on our account because they can't properly do their job! I would rather take our business somewhere else than to continue to support a business who can't support their customers.

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@BCC3595 wrote:

I would rather take our business somewhere else than to continue to support a business who can't support their customers.

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If you are using QBD Pro/Premier, your options are very limited switching to another desktop program. You should explore cloud based programs and purchase a 3rd party conversion service if required.

Hello, @BCC3595.

We don't want you to have to deal with this kind of service in QuickBooks. I saw you've been waiting for an update for quite some time and have yet to receive one. Despite sending the files multiple times, no one has responded with a solution.

I'm here to put you in the right direction in resolving this issue in QuickBooks Online.

Since we don't have any access to the file you sent to them, I recommend contacting our support team once more to assist you further with this matter. They're the ones who can view your account and be able to see it through screen sharing. 

Here's how:

1. Sign in to your QuickBooks Online company.
2. Going to Help (?).
3. Select Contact Us.
4. Enter your concern: Let's talk.
5. Choose a way to connect with us: Start a chat, Get a callback, Ask the Community.

Furthermore, see this for more information about handling roles and permission in QBO: User roles and access rights in QuickBooks Online.

If you need help with your QuickBooks account, please let me know. I'll do my best to lay you the information you need.

The second lady I spoke with had me do a screen share. She changed one of our users' emails to my email, she attempted to change the name to mine, but it isn't changed either (that wasn't what I needed done either, she was just trying to make it easier with emails). She is also the one that had me do the first file share to upload the appropriate files for the Primary Admin. I thought that we might have gotten somewhere that time but that was on March 7th. 

Unfortunately, the support team has been zero help and keeps telling me that it's the "back office" that is taking so long with their review and that they are extremely backed up. But 72 days isn't backed up, its lack of service. 

On another note, we do not use QB online. We use desktop. I don't know if this is why we are having so many issues?

SAME!!!

We bought a CPA practice a year ago, and still cannot get the primary admin changed for any of the QBD accounts (over 30). Have spent hours and days with promises of it being done, and we are still in the same starting position.

Is there anyone at Intuit who will actually get this fixed?

Apparently spending over $30,000 a year on Intuit software does not guarantee any better service.

Hi there, cbcavnar.

I want to make sure you're able to change the primary admin on your QuickBooks Desktop company file. You can log into your Intuit account and update the enter the new admin from there.

Let me show you how to do it.

1. Sign in to Intuit Account User Management from a web browser or, in QuickBooks Desktop, go to the Company menu, then Users, and select Intuit Account User Management.
2. Select the company file you’d like to transfer, then click Continue.
3. From the Users tab, select the current primary admin.
4. From the Action column, select Change primary admin.
5. Click the drop-down and choose which user to transfer the primary admin role to. If the user isn’t listed, you’ll need to add them to the account.
6. Mark the checkbox to verify you’ll become a secondary admin, then click Verify.
7. Sign in using your Intuit account info.
8. Confirm the invite by clicking OK.

Once done, have the new primary user accept the invitation via email. The invitation must be accepted within 30 days. You can browse this article if you need more details about the process: Transfer the primary admin role to QuickBooks Desktop.

If the new primary admin doesn't have Intuit account credentials, you can send a request to our Support Team. 

If you've already sent a request, I suggest contacting again our QuickBooks Desktop Team. I know you've already reached out to them. However, they can pull up your account and provide updates about the status of your request.

Get back to me if you have additional questions. I'll be around to provide the information that you need about changing the primary contact on file.

I am having the same problem on desktop. When I changed my email address to a new one in March of 2021, it didn't get changed under the users where it shows the primary admin by email address. So when I try to change the primary admin to another person on my list it wants me to check the box at the bottom that I agree I will be the secondary admin.  I do that and then verify.  It then goes to my Intuit account associated with the incorrect email address shown for the primary admin.  That account is no longer valid since it didn't get changed when my email address was changed everywhere else. If someone can tell me how to change my primary admin email address to my current email address I would really appreciate it.  I chatted online yesterday for about 45 minutes and then spoke with someone in customer support and screen shared with her for over three (3) hours. It was obvious neither of them knew the difference between a primary admin and a primary contact.  It is very frustrating to hear babies playing in the background while trying to get an issue addressed. It is my belief that when I sent the papers to have my email address changed everywhere QuickBooks/Intuit had to change it and followed their instructions to change it everywhere I could change it, it should have been changed where the primary admin is listed by email address. If I'm incorrect, please tell me where I can change it to fix this problem.

Joining this thread, Denice73. I'd like to guide you through the process on how to change primary admin. 

There is only one Admin user in QuickBooks Desktop. And, there are two admin roles available that you can manage in Intuit account user management.

Here’s the difference between the roles.

• Primary admin: A primary admin can add/delete users, edit user roles, assign secondary admin roles to users, and transfer the primary admin role to another user.
• Secondary admin: A secondary admin can add/delete users, edit user roles, and assign secondary admin roles to users.

Other users who only need access to connected services like Workforce are assigned a Basic User role. This is a required default role that’s automatically assigned to the user, and by itself doesn’t grant any permission. You can change your primary admin to another user from the Intuit Account User Management screen.

Here's how:

1. In your top menu bar, go to Company, Users, then Intuit Account User Management.
2. Choose which company file you'd like to transfer and click Continue.
3. From the Users tab, pick your current admin, then hit Change primary admin under their Action column.
4. Use your drop-down to choose which user to transfer the admin role to. If they aren't listed, you'll need to add them to your account.
5. Tick the checkbox verifying that you'll become the account's secondary admin.
6. Press Verify.
7. Sign in using your Intuit account credentials.
8. Select OK to confirm the invitation.

Be sure to have your new primary admin check their email and look for their invite. They'll need to click Accept Invite, then sign in using their Intuit account.

I'm adding these articles as guide about setting up users and if you need to transfer admin role to another user.

• Transfer the primary admin role in QuickBooks Desktop
• QuickBooks Desktop Users and Restrictions.

Stay in touch with me if there's anything else you need with changing the primary contact on QuickBooks. Just leave a comment below, and I'll get back to you.

Thanks for your response, but as I said in my request for help, when I check the box to become secondary admin, then click on verify it takes me to my intuit account like you said. Now for the problem, my email address that is associated with the intuit account needed to verify, is no longer in existence. It has my old email address and I don’t have that account any longer.  My new intuit account is associated with my new email address so I get a message that the requested change can not be done.  I really don’t know how else to explain this.  I see that you understand what I’m trying to do, but not that I can’t because my email address is wrong where this has to be done.

Sounds easy.

IF WE COULD LOGIN AS THE PRIMARY ADMIN EMAIL.

Bought the CPA practice from him August 2021, and his email is no longer active, nor is there a password.

So thanks for an answer to someone else's question.

Have sent in the requested documentation, provided additional documentation, and then "Poof", it all seems to vanish.

How about a contact person who actually has the authority to fix the problem?

This isn't the impression we want to leave you with, @cbcavnar.

I'll share some information about changing the primary admin in QuickBooks. You can send a request for account name change to transfer the primary admin role.

If you already did and admin hasn't been updated yet, I recommend contacting our Customer Care Support. This way, they can check your attachments and documents to provide the best resolution from there.

Please follow the steps provided by my peer @ChristineJoieR on how to reach out.

About the contact person, if you can still contact the previous admin, he/she can actually update or transfer the current admin to the new one. Otherwise, you'll have to reach out to our Customer Care Support to assist you with the document requirements and form so they can update the admin in the system.

Additionally, here's our help page for managing accounts. It has topics with articles that'll guide you along. Just choose a topic that'll fit your concern: Your QuickBooks account.

Please know that you're always welcome to reply to this thread if you need help with anything else or with your QuickBooks account. Take care and have a great day ahead.

I am having the same problem!

The past bookkeeper walked out and left no passwords etc.

She is the admin for intuit and now I cant change user roles etc because she is the owner!

I get nowhere with intuit. I'm not going through the bull of articles of incorporation, uploading drivers

license, etc. They should go off the QB license number and remove the old primary and add the new.

I too have been jerked around by Intuit while trying to change the primary contact info. I am the owner of the company and have uploaded articles of incorporation, driver's license images for both owners and a letter on our letterhead explaining that the primary contact who is listed on our account left the company 5 years ago. I have uploaded document multiple times, spoken with customer "support" (ha!) and given a different link to upload. Each time all the documents appear to be uploaded and then days later, I get an email from [email address removed] (a dead end email box) saying that nothing was uploaded and my request is denied. I just tried calling support again, waited on hold to talk to a human for 24 minutes and then the call was dropped. 

I am seriously wondering if I should ever trust them with my tax returns or anything else in the future. 

I should have been clearer in my last message- I am trying to change the name of the person listed as OWNER of the software. I am in fact the primary admin already. But our license says that it is owned by someone who is no longer with the company. I am the person who has purchased and paid for the software but it our license # says it is owned by someone else. Unbelievable that there seems to be no way to change this. 

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@sstanbridge 

Can you login to your CAMPS as the Primary Contact and find your license information there?

I understand how you wanted to change the owner of the software under your name, @sstanbridge.

Based on your statement above, indeed that you’re the owner of the software. I know you’ve spent a lot of time with this license concern. 

Since you mentioned above that you’ve been on the phone with a representative, we’ll also take note of that experience to share with the team and put action into it. It also helps us improve our way of delivering a resolution to our valued customers.

I understand that this should not be the experience you have had with our team, and we’re taking every measure to make sure things are fixed quickly.

However, since the Community is a public forum, contacting our Technical Support Team again is the best option. We want to ensure that this will get sorted out while keeping your business information secured and maintaining your privacy.

Stay in touch regarding your license concern. I want to ensure that you get the assistance needed. Stay safe!

We finally went to Camps Intuit and signed in.  At the top right go to your account and click on Transfer Ownership.  I hope this helps. After hours and online search, phone calls with "customer support??" and screen sharing we finally found the transfer of ownership and were able to transfer ownership.  Good luck, you will need it!

I'm having a very similar experience. It is a nightmare! 

In January, our new CFO (the finance director had left the company) moved us from desktop to QB Online. Intuit staff helped with the transition (obviously) and we thought we were done. 

Then my credit card was charged $3,700 in July for the desktop product that we stopped using in January. I have been on 9 calls and have submitted a request to become primary admin for the desktop service FOUR times. Each time it is approved, but Intuit changes the Online account, not the desktop. And when I try to speak to a supervisor in customer service, they won't let me because I'm not the primary admin. THAT'S WHY I NEED TO SPEAK TO A SUPERVISOR! I'm giving it one more day to see if I get a response, then I'm going to file a complaint with the Better Business Bureau. This is ridiculous. And a nightmare.

Thank you for bringing this to our attention, @JErickson. I'm here to to provide you an update about this issue.

We'd want to let you know that we'll have someone take a look at this case for review, and someone will contact you if they require any additional information. If you haven't heard from them in a timely manner, please feel free to respond. 

If there's anything else I can help you with, let me know and I'll help you take care of it. Take care!

Request to be the primary admin or contact 

https://quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-primary...

There are certain steps in place that have to be handled in order to keep all of our client information protected and data security is very important 

Similar experience - been working on it since my partner retired 5 years ago.  Have been on the phone and told it was handled too many times to count.  Have submitted all the requested paperwork 2 previous times and, even though I provided legal documentation I am majority owner and managing partner, request has been denied twice - so now I have to gather and send it in a 3rd time. 

Like the QB software but HATE dealing with the Intuit admin - such a ridiculous waste of time!!!

I appreciate you sharing your QuickBooks experience with us, and this isn't the kind of impression we want you to have, @Boze.

If you still run into issues with your admin change, we are here to assist you in finding a resolution.

I'd also encourage you to submit feedback to our executive team so that they are aware of what you've experienced so far. They are incredibly receptive and may reach out to hear more about your case. You can use this link to send feedback: https://www.intuit.com/company/contact/office-of-the-president/.

Thank you for trusting QuickBooks!

Although I repeatedly uploaded the documents, driver's licenses for both owners, and articles of incorporation showing the ownership of the corporation by both owners (of which I am one) and a letter of stated intention, I finally gave up trying to get my name listed as the owner of the license. I am the primary admin for the license but am not the majority owner of the corporation. Although nothing in the "list of required documents" stated that the owner could "ONLY BE THE MAJORITY OWNER OF THE CORP," I decided to go through this process one more time with a request to make my business partner, who is the majority owner (but not involved in the company administration) the owner of the license. I uploaded the same documents but changed the request for owner to be in my partner's name. It finally worked. This was not what either partner wanted, but we will call it done for now. If only the list of required documents would have specifically stated that ONLY the majority share holder could become the owner, I would not have had to go through all of this grief and wasted time.