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RVA01
Level 1

Change Primary Contact

Can anyone help me with this?  Our QuickBooks account has a Primary Contact listed that is out of date.  Even though I am the owner of the company, I cannot update my account information or payment information because I am not listed as the Primary Contact.  I have phoned and texted QuickBooks customer service about 6 times over the past three weeks and can't get anywhere.  I uploaded requested documents to make the change three weeks ago and, still, nothing happens.  Is there a secret to dealing with QuickBooks someone can share with me??

13 Comments 13
Bodey
Level 1

Change Primary Contact

Did you ever find support? I am challenged with the exact issue and even emailed requested documents to support and never received a response.

Fiat Lux - ASIA
Level 15
ZackE
QuickBooks Team

Change Primary Contact

Welcome to the Community, Bodey.
 

You can update the primary contact on file with your QuickBooks Desktop account by accessing our Customer Account Management Portal (CAMPs).
 

Here's how:
1. Sign in to your account.
2. Scroll and locate the Primary Contact area, then click Change.
3. Choose the new one from your list of contacts.
4. Select Save and Close.
 

If your current primary contact is no longer available to make the change mentioned above, you can send a request to our account protection team. It sounds like you might've already done this, and are waiting to hear back. Once you've contacted them, you'll receive a response within three business days.
 

In the event you're not hearing from Intuit about your submission within the normal timeframes, I'd recommend contacting our Customer Care Team to see what's going on:
1. Access QuickBooks.
2. In the top menu bar, go to Help, then QuickBooks Desktop Help.
3. Click Contact Us.4. Enter a brief description of your issue in our Ask a question (or tell us what's wrong) field.5. Hit Continue.
6. You'll be provided with a few support options. Select which one works best for you.
 

Make sure to review our hours of operation so you know when you'll be able to get in touch with an agent.
 

I'll be here to help if there's any questions. Have a lovely day!

Jon Blackburn
Level 1

Change Primary Contact

I have using QuickBooks since 1997. I am the owner and (now) only employee of my firm, yet I show up twice in my account. Once as the Primary contact and again as an authorized user. I cannot login as the authorized user, thus I'm told that I'm not authorized to access MY account for MY business. Attempts at reaching support are an endless and repeating loop to nowhere. Apparently, speaking to a human being is not possible at intuit....unless you want to buy something. As a last ditch effort, I'm posting on this thread that I stumbled upon after wasting well over an hour. If anyone at intuit cares to assist me in correcting this issue, which incidentally a sales rep told me was fixed last year, please feel free to call me at [removed].

Joseph_A
QuickBooks Team

Change Primary Contact

Hello there, @Jon Blackburn.

 

I understand that this is taking your time against other priorities that you have. To start, have you received an error message or any prompt message when trying to log in to your account? If yes, can you be more specific with what does the message says? This can help us isolate the problem of why you cant log in to your account. 

 

Reaching our support team may also take time since the people are limited due to the protocol being followed. To make sure you can get in touch with our customer support, you can contact them through QuickBooks.

 

Here's how to contact our support team:

  1. Log in to your QuickBooks Online, then select Talk to a human.
  2. An auto-response will prompt, click See examples.
  3. .Type in Talk to a human, then click I still need a human.
  4. Click on Contact Us.

Let me know if there's anything else I can help you with. I'm just right here Willing to assist you. Have a great day.

JC-TR
Level 1

Change Primary Contact

We have tried everything - talking to humans did not help either - we filled in reports - we did everything asked.  We need to and cannot change our primary mailing address which is a closed PO Box.  We need to change our primary email address which is an msn address we cannot access.

 

I agree with the users above, unless we wish to make a purchase, we cannot get any help.  We have been QB users for over 10 years and if it was easy - we would cancel our account and go to another provider.

 

This is terrible customer service and we will not recommend QB to anyone.

 

JCoburn - [removed]

Fiat Lux - ASIA
Level 15

Change Primary Contact

@JC-TR 

Just to clarify, do you use QB Online or QB Desktop?

JC-TR
Level 1

Change Primary Contact

Hello Fiat Lux

 

Desktop only.  That is part of the problem - when I log in to manage my account, the account welcomes me correctly but then when I try to edit primary information, e.g. change primary address, it tells me I have no privileges because it thinks I am someone else e.g. an authorized user but not the Primary.

 

I am working here: https://camps.intuit.com/app/selfservice/index.html#userprofile

Thank you

JC-TR

Thompson Improvements
Level 1

Change Primary Contact

I have the same problem for over 2 years after days and hours and hours for f trying to fix this yesterday I thought they fixed it QuickBooks double charged me for the year and it’s still not fixed primary contact is still not in my name and I cannot get it fixed , iam furious with this company 

Thompson Improvements
Level 1

Change Primary Contact

I have never got a response either just double charged me with same issue went from desktop to online and still same issue 

JessT
QuickBooks Team

Change Primary Contact

This isn't the kind of experience that we want you to have, Thompson Improvements.

 

Please know that we also follow protocols to protect the integrity of our clients' accounts. That’s why, sometimes, it takes time to verify the information we request. However, it won’t take 2 years, as you mentioned. You can wait for feedback within 3 business days, but if you don’t get any, feel free to contact them again.

 

Lastly, I want to assure you that we'll look into your clients' issues, and we'll take action based on the information we have. If there's anything that I can help you with, just shoot a response below. Take care!

CWise
Level 1

Change Primary Contact

@JessT     I also am having the same problem (QBDTE).   I cannot get a solution, just "follow the procedures" but the procedures don't work.  Over and over - all I get is "Contact customer support", yet when I do, after 30 minutes of waiting, and then an hour of explanations and screen sharing and going over it again and again, all I get is a recommendation to "follow the procedures".  We pay thousands every year - for this??

ReymondO
QuickBooks Team

Change Primary Contact

This isn't the kind of service we'd want you to experience, @CWise.

 

If you want to update your primary contact, simply access our Customer Account Management Portal (CAMPs). Here's how:

 

  1. Sign in to your account.
  2. Look for the Primary Contact area and click Change.
  3. Choose the new one from your list of contacts.
  4. Select Save and Close.


If you're still unable to make the changes, you can send a request to our account protection team. Once you've contacted them, you'll receive a response within three business days.
 

Let me know if there's anything else I can help you with. I'm just right here Willing to assist you. Have a great day.

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