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Community Explorer **

Corrupt Admin account

We are using QB Premier 2016. We are having an issue with the admin account. Some of our vendors info is incorrect when using the Admin account, but it's correct on other user's accounts. We cannot add new users. We go through the steps of adding the new user but they do not appear. It seems we have a corrupt admin account. How can this be fixed?



QuickBooks Team

Re: Corrupt Admin account

Hi there, MJK999.

Thanks for reaching us out today. Thanks for giving me the opportunity to help you with your account admin concern.

Here's what you are going to do:

  1. Log in as Admin.
  2. Create a new user that has a similar but different username (e.g. Patrick becomes Patrick1).
  3. Assign the same permissions to the new username.
  4. Discontinue using the old username. Start using the new username.

If the issue persists after trying steps, I's suggest reaching out to our Customer Care Team. They have the necessary tools to work with you to find out what exactly may be causing this issue.

To reach them:

  1. In your browser, navigate to
  2. Choose QuickBooks Desktop.
  3. In the Contact Us page, click the issue or topic.
  4. Click the Green Phone button to see the support number.

You'll be back up and running in no time. Please let me know if you have any other questions.

Community Explorer **

Re: Corrupt Admin account

As I stated in my original post, we cannot create new users. We can go through the steps of creating a new user, but they do not appear in the list of users. Our admin account is the only one that can create users so right now we cannot create anyone new.

QuickBooks Team

Re: Corrupt Admin account

Hey there, @MJK999.


Allow me to step in and share some insight into the admin user. Since you can log in and create new users, but said users don't show up on your list, I suggest you reset the admin user's password. By doing this, it can correct some minor corruption of the admin, which in turn should allow you to add new users with no trouble.


Here's how:

  • Go to Company, select Set Up Users and Passwords, and then choose "Change Your Password."
  • Enter your current password.
  • Set up your new password and a challenge question, then select OK.


For more information on why changing the admin password is beneficial, see: Reset password for QuickBooks Admin and other users. After resetting performing these steps, you should now be able to add users once more. If you're still encountering this, you may need to troubleshoot for data damage. Performing a rebuild, followed by a verify is the best course of action. 


Should you need it, I've attached this link here, which will guide you on troubleshooting corruption within your file. Be sure to keep me in the loop with your progress. If you have other questions you'd like to go over with me about this or anything else QuickBooks, don't hesitate to leave a comment down below. I'm always here to help.

Community Explorer **

Re: Corrupt Admin account

Thanks. When I try to change the admin password, I can go through the steps to change it and I receive a confirmation that it's been changed, but the new password does not work. I can still log in as admin using the previous password though.

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