I recently started at my new job, and unfortunately the user ID that is linked to the Merchant Services is an email to address to which I don't have access. The only way I can change the user ID is if I get a code sent to an email address, and no one has access to the email address. I need a workaround for this! Can anyone help me?
I appreciate your time checking this with us. I'm here to guide you to the right support so you can get the help you need.
When changing a user ID in the Merchant Service account, this will need an Email Change Request (ECR) form. I encourage you to contact our QuickBooks Merchant Service Team they have the tools to send you the ECR form and change your user ID to the new one.
You can contact them through this link: QuickBooks Payments.
For future reference, you can visit these articles:
Please know that your always welcome to post if you have any other questions about your Merchant Service. Wishing you and your business continued success.
I've submitted the ECR form twice already and the recovery code continues to be sent to the old email address. I've tried calling the [removed] number and I waited on the line for 45 minutes. Eventually I hung up because, well, 45 minutes is a really long time. I'm very frustrated, and more importantly, my customers are unable to pay!
Thanks for getting back to me, CASMerchant.
This isn’t the kind of customer service we want you to experience. Due to high volume of calls we are experiencing a longer wait time on the line.
As much as I would love to get this handled directly, pulling up your account to change your Merchant Service user id and email requires your company information which I'm unable to do this in public forum for security reason. I understand that you've tried to call but still, I encourage you to get in touch back to our Merchant Service Team to further assist you with your request.
I appreciate your patience. Please let me know if you have further question by clicking the Reply button below. Have a good one.
I once again submitted an email change request form (ECR) and it was declined. Apparently my "name does not match our records for this account"? This is exactly the problem: I am new to the organization and my name would not appear on this account. I'm certain the name of the person who is on the account no longer works here. How do I get this fixed? This is beyond frustrating. What information do you need from me to contact me?
Since the QuickBooks Community is a public forum, we're not allowed to ask any of your personal information for the security purposes of your account. However, you can inform our Merchant Service Team that the primary contact is no longer associated with the company. This way, they will be able to request a primary contact change and add your name on the contact list.
Also, once your name is already the primary contact, you already have the right to change the user ID and email on your company information.
I'll be around to help if you have any other questions. Have a good day.
I just called the Quickbooks merchant services number to change the primary contact, and unfortunately the wait time to be helped is greater than 1 hour??!!! Is there another way to get this fixed? My customers are unable to pay and this is now beginning to affect my company's cash flow. This is incredibly frustrating.