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Level 1

Master Administrator Update

I have called three different times to correct the contact information on my account and it is still not resolved.  During my last call on the 4th of April I was told that a master ticket must be opened and that my problem should be resolved in 48 hours.  It has been 4 days and nothing has changed.  Request number #[removed] was assigned.  My last two calls were 90 minutes long and didn't resolve anything despite promises that they would.  Paying $65 dollars a month for service should at least result in better efficiency.  

5 Comments 5

Master Administrator Update

Thanks for reaching out to us, @sunshine4.


I appreciate you taking your time to post here in the Community. I'm here to help make sure that your concern about correcting contact information in your account is taken care of.


I would love to check the status of your case, but this requires pulling up your account which I am unable to do it here in the Community space. The security of your account is my top priority.


I know you already called several times but I still highly suggest contacting our Phone Support team again. They have tools that can pull up and verify the status of your ticket in a secure environment. If you have a case number, that would help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.


Here's how to reach them:


1. On your QBO account, click the Help icon (question mark) at the upper right.
2. Select Contact Us at the bottom to connect with our Phone Support team.


Just in case you need it, you can also check out these articles for future reference:



Please let me know how it goes after contacting them in the comment section. I'll be here should you have any follow-up questions or if I can be of additional assistance. Take care and have a wonderful rest of the week!

Level 1

Master Administrator Update

I have uploaded all of the documents requested to change the Master Administrator and would like the appropriate answers on what to do to go forward. 


Thank You,



QuickBooks Team

Master Administrator Update

Hello @BEBookkeeper,


You'll receive an email instruction about your request within 3-5 days. 


You can also change an existing user into a master admin. Here's how:

  1. Go to Gear, then Manage Users.
  2. Select a user then Edit to change to an admin.
  3. Click the drop-down arrow under Action, then choose Make master admin.
  4. You'll get a verification code via phone or email. Then, enter the code and Continue.
  5. Select Make master admin to confirm the change.

Once done, sign out as the current admin and let your new admin accept the email invitation. Please see this article for more information about changing your QuickBooks Online master admin user.


I'm attaching our page for additional reference. Here's the link: Account management.


I'll be around if you have other questions and concerns. Don't hesitate to reach out anytime. Thanks for visiting us today and be safe.

Level 1

Master Administrator Update

Thank you for the quick response but the person under the master administrator is no longer working with this company. The owner of the company was asked to upload  several documents and has done so. What steps so we take next ?

QuickBooks Team

Master Administrator Update

Hi BEBookkeeper,


Let's make sure that you'll get the right help you need.


We'll process your request within 3-4 hours during normal business hours (8 AM - 5 PM PT). Once done, you'll get an email from for the next step.


If you haven't received any updates from our team on a given period, i suggest contacting our support team to trace the progress of your request. Here's how to reach them:

  1. Sign in to your account.
  2. Click Help.
  3. Select Contact Us.
  4. Type your concern.
  5. Click Let's talk.
  6. Select Get a callback.

For more information about QuickBooks Online (QBO) advance security tools, here's an article for your reference: Verify Your Account With Multi-Factor Authentication.


If you have any other concerns, please reply to this thread or post again. I'll always be around to help.


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