Company Name Change, + Master Admin Change

Which QB Desktop year version do you run?

There are 2 issues:

1. Reset the Admin password to open the company file

You can only request a key to reset your password if you can access your CAMPS as Primary Contact. Otherwise, you must purchase a 3d party password removal service.

https://camps.intuit.com/

2. Access to CAMPS

Utilize this tool to locate your license

https://emaillicense.quickbooks.com/app/qbdt/licensenumber

If you didn't receive any email notification and Support said your company name doesn't match their records, it's likely that your license has been registered with another entity. You should ask the person who purchased the license or installed it for the first time.

1. we run Quickbooks 2020

2. I know our license number already

3. the person who purchased and installed the original is now deceased. That was noted in my first post.

So we are still going in circles.

What’s next? I need to speak to someone with knowledge and authority.

todd

1 we use Quickbooks 2020

2.  We know our license number.

3. The person who purchased and installed in now deceased - And is still the primary contact. So I can’t change the master admin (see original post).

4. We have no clue as to why this license we have is in the name of a different company.

so the circle continues.

what’s next?

I need someone to help - with knowledge and authority to resolve this  - and not continue the live chats, the uploads, and days on end of declined requests, service cases that have no trail (why create a new one every submission, makes no sense at all).

thanks 

Todd

Unfortunately knowing the license code does not mean Support will acknowledge your claim. They will only recognize anyone who can access CAMPS as Primary Contact. Last resort, you can still purchase a one-time license for QB Desktop 2021 to upgrade your version and be sure to register it with your email address later.

We are going in circles again.

The Primary Contact, who was also the Master Admin is deceased.

I am not going to buy a new license that our company rightfully owns.

Please determine the next step on this use case presented, or escalate to someone with authority to solve.

Thanks

Todd

I understand that you need to change the master admin of your QuickBooks Desktop company file, tweidman.

You can send a request to change the primary contact since the current one is no longer associated with the company. This process will help protect your account and data. 

Hence, we need documentation to verify that you have rightful ownership or access privileges for the account. Please browse this article and send the request from here: Request to be the primary admin or contact. Make sure to select your business type so you'll determine what documents to gather before sending it.

Make sure to provide one of the following business documents since the primary admin or contact was the owner and is deceased.

• Proof of Transfer of Ownership.
• Power of Attorney.

After you enter the request, please contact our QuickBooks Desktop Live Support and provide the case number. We'll need some additional info from your company file. They'll also provide additional information about the status of the request.

You can also browse this article as a reference to the process: Transfer the primary admin role in QuickBooks Desktop.

Don't hesitate to update this thread if you have additional questions. I'm always around to help you.

Hello there, @tweidman.

It is heart-wrenching to learn of the death of your company's master administrator, and I completely understand that you need to take over in managing the business.

I've sent a request to escalate your concern, and someone from our higher-tier team will contact you within two (2) business days to assist you in further investigating this.

Please don't hesitate to come back to us here if you don't hear from someone or if you run into any other issues along the way. We're always here to listen and help in any way we can.

Thank you.

I look forward to working with someone who can actually help clear up this continuing issue. 

how will I be contacted?

thanks

todd 

I have 6 separate service cases where I’ve done the exact steps you’ve described above.

Again - please escalate to someone that actually can resolve and not just reply with the standard messaging so you can close your cases quickly. That’s not a good way to treat paying customers.

I’m keeping a copy of this thread/dialog to present to Intuit management as a textbook case of not caring about the customer. 

Thanks for getting back to this thread, @tweidman.

They will contact you via the phone number or  your email address registered on our system.

If after two (2) business days, and no one has contacted you from QuickBooks support, I recommend reaching them directly through these steps:

1. Open QuickBooks.
2. Proceed to Help, then choose QuickBooks Desktop Help.
3. Click Contact Us.
4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect.

For more information, you may also check out this reference: Contact QuickBooks Desktop support.

Once the primary admin transfer request is successful, you can start managing the users in your account. For detailed info on how to to create a user and assign its role, you may review this article: Create and manage users and roles in QuickBooks Desktop Enterprise

Feel at ease to get back to this thread if you have further concern about transferring the primary admin in QuickBooks Desktop. I'll be around to help you. Stay safe!

Well, thought we had made progress on this long, outstanding issue when contacted by the Intuit Account Escalations Team. the agent (I won't mention her name here) took the time to understand the issue. I would imagine the case is still open, but I have not had any response. This took place on September 16, 2022, she promised to get back to me with the resolution, but now we have crickets chirping. I've followed up with her twice, not even a response received. Nothing.

Just AWFUL customer support. I can't even begin to describe the frustration.

If I could send a version of this case to your CEO, I'd gladly come in and describe to him/her my level of frustration, why this is so unbelievable, and give recommendations on how to actually take care of PAYING customers.

Here is the case number for anyone who cares to follow-up -1587819719

I wish you didn't have to go through all that, tweidman.

We reached out to the team handling your case and they let me know that they reached out today. Let me know if anything remains unresolved after speaking with them. Our doors are always open.

I appreciate your understanding on this matter. Please know that we're determined to get this resolved.

I did receive a response, but there is no progress, as usual. I asked followup questions, the response was not complete, etc etc etc

I've just escalated this to the Better Business Bureau, next step is to your Office of the President Voice of the Customer. If that even exists.

I realize you're just part of the system that perpetuates my issue, and this is out of your control. so don't take it personally. I just don't know where else to turn.

Todd

So my issues are still outstanding.

Even a complaint to the Better Business Bureau didn’t help. Your Office of the President? Joke - just as poor as the everyday customer support.

I just emailed your CEO and copied Scott Cook for a resolution. 

I have no idea how this company stays in business.

---

@tweidman wrote:

I did receive a response, but there is no progress, as usual. I asked followup questions, the response was not complete, etc etc etc

 

I've just escalated this to the Better Business Bureau, next step is to your Office of the President Voice of the Customer. If that even exists.

 

I realize you're just part of the system that perpetuates my issue, and this is out of your control. so don't take it personally. I just don't know where else to turn.

 

Todd

---

Cricket sounds from Intuit - deafening.

The saga continues with no resolution. Not even a reply.

Does anyone care about the paying customers?

Thank you for getting back to us, @tweidman. We don't want you to have an experience like this. 

I can see you are talking with the Office of the President. I can assure you the team is fully dedicated to helping you with this situation. It is best to continue communicating with them through email for any updates.

I appreciate your understanding on this matter. Please know that we're determined to get this resolved.

We are in the same boat with no resolution in sight.

Were you able to get your issue resolved, and, if so, how?

Rather annoyed over here - those crickets are deafening!

At Intuit, we build privacy and security into everything we do, Kay_Ess.

We know your data is valuable. That's why a verification process is required to ensure you have rightful ownership or access privileges for the account.

If you've already sent a request to our Product Team, they'll review the documents and send updates via email. To check the status, I recommend contacting our QuickBooks Desktop Team. They can pull up your account and provide details about the recent case on file.

If you haven't submitted a request, please browse this article and follow the instructions about completing the form: Request to be the primary admin or contact. Make sure to select your business type so you'll determine what documents to gather before sending it.

Let me know how the contact goes by commenting below. If you have other QuickBooks concerns, please don't hesitate to create a new post. We'll be right here for you.

Same here. We keep getting different responses from Quickbooks with no resolution over a period of months. Have either of you found the answer? 

We appreciate the time you've spent reaching out to us, @Jsinunu. 

We don't want you 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. 

It appears that you have already done this and are awaiting a response. I'll encourage you to send a request to our account protection team again and upload all of the required documents for your security. You will receive a response within three business days of contacting them. 

You can browse this article for more details about the process: Transfer the primary admin role to QuickBooks Desktop.

After you enter the request, I recommend contacting our QuickBooks Desktop Live Support and providing the case number. We'll need some additional info from your company file. They'll also provide additional information about the status of the 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 the owner of a law firm which stopped operations one year ago.  I am a lawyer, not an accountant, and had not ever been directly involved in accounting matters.  Our accountant left in 2018, and we hired a contract firm to do our accounting which essentially committed malpractice so we fired them.  

Because of matters involving the ERC, I need to access, and I have been trying to access the Quickbooks account for my law firm - [removed].  I went online to apply, but the application said that I need to enter the Quickbooks account number.  I DO NOT HAVE THE QUICKBOOKS ACCOUNT NUMBER BECAUSE I CANNOT ACCESS QUICKBOOKS.  

      After I was unable to apply on line, I talked by telephone twice to some Quickbooks representative for support.  I spent one hour on the phone each time, and they gave conflicting instructions.  

      Today, I called again, to a number given me by Quickbooks.  I talked to the support person for another 30 minutes, and then she hung up on me.  

      I need help NOW.  

LollyNino,

     I have been owner of a law firm which stopped operation in February 2022.  That law firm used Quickbooks.  However, our in house accountant left in 2018; we then hired a contract accounting firm which essentially committed malpractice on our books, so we terminated them.  We believe that that firm was the most recent Quickbooks administrator. 

      Now, I need to access that law firm's Quickbooks account in order to find quarterly reports for 2019, 2020 and 2021.  This is to determine ERC eligibility.  

      In furtherance of that, I applied on line to become the Quickbooks administrator.  I gathered the necessary documents requested, began to fill out my application, but was then told that I need to provide the Quickbooks account number.  I DO NOT HAVE THE QUICKBOOKS ACCOUNT NUMBER BECAUSE I CANNOT ACCESS QUICKBOOKS.  

        I then talked to a "support" person.  I spent one hour each with two different support people.  They gave me conflicting advice as to how to proceed.  No one provided a case number to me.  Today, I called a Quickbooks support person a third time.  I went through everything I have just discussed.  After 30 minutes, she hung up on me.  

       I need help NOW.  I cannot wait any longer.  Please advise how to proceed.  Jim

Hello, Jsinunu.

I understand how important it is for you to take control of your QuickBooks account, and I know it hasn't been simple to continue calling our support to acquire access to your company's data.

I requested someone from our team to investigate and conduct a thorough evaluation of your account. Right now, they're reviewing it and will contact you via email within the next 1-2 business days. Please check your email from time to time for updates.

If anything else comes up in the meantime, come back to the Community. We're here to help.

@Jsinunu 

QB Desktop or QB Online?