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Level 1

changing primary user for church - no business owner

I am having a terrible time finding any answer to my question. My predecessor put herself in as both primary contact and authorized user, which apparently isn't allowed. I cannot do anything to fix it. I need to change the credit card on file to pay my QuickBooks subscription but every time I try, I'm told that I can't because the same email was used for primary contact and authorized user. I cannot change the primary user because the form needs a letter from the business owner. We are a church, we don't have an owner. And the Articles of Incorporation are so old, no one on them is alive anymore. What can I use to prove I am the new accountant and have permission to change the credit card in the system?


Do not refer me to the support team. I've spent countless hours in chat and on the phone with them. They were all very unhelpful and rude. 


I also have a copy of the form to fill out. It does not apply to churches. I need real information and answers, please. I shouldn't have to go to all this hassle to give QuickBooks money!

3 Comments 3

changing primary user for church - no business owner

This isn't the kind of experience we want you to have when changing the primary user in QuickBooks Desktop (QBDT), @lbuchanan. I want to make this process easy for you so you can update your subscription info and keep your account updated.


When the current primary contact is no longer associated with the church, you need to send a request to our team so they can add you as the new one. Make sure you have all the required documents, fill out the copy of the form (only the applicable portions for the church), then upload it to them.


I appreciate you for initially contacting our Customer Care team. However. since the Community is a public forum, and we'll need to collect some personal information to pull up your account, I encourage you to reach out to our Support team again. They'll create a case to trigger an investigation and get the issue fixed in no time. Here's how:


  1. Go to Help, then select QuickBooks Desktop Help.
  2. Select the Contact Us button.
  3. Enter a brief description of your concern in the What can we help you with? field and click Continue.
  4. Choose a way to connect (Chat or Callback). 


Also, you can always visit the  Customer Account Maintenance Portal (CAMPS) to handle your account info and services. To know more about this, I'd recommend checking out this article:  Manage QuickBooks Desktop account.


We appreciate your patience regarding this matter. Please don't hesitate to keep me posted if you have other account management concerns in QBDT. You can drop a comment below, and I'll gladly help. Take care, and I wish you continued success, @lbuchanan.

Level 1

changing primary user for church - no business owner

I already have a copy of this form. I asked not to be referred to it again because it doesn't work for churches. We don't have an owner. The form requires a letter of permission from an owner. It also requires articles of Incorporation that prove they are the "owner." The person listed as agent in residence on our articles of incorporation is also gone. What can I use? 


I have spent countless hours with multiple people from the support team. They have stated that they cannot help me because I'm not an authorized user. I can't change that until I get an answer about what documents to add. I just want to pay my bill. Why is no one willing to help? 

Fiat Lux - ASIA
Level 15

changing primary user for church - no business owner


Are you still able to login as Company Admin? Is your account still active, not suspend? We may share a workaround to consider.

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