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fosborne
Level 1

Primary contact issue

I am the primary contact for our Proadvisor accounts, but when I log in, it does not allow me to make any changes. I get a pop up that says only the primary contact can make changes, but there I am listed as the primary contact. I can't add a credit card, or edit authorized users

22 Comments 22
MirriamM
Moderator

Primary contact issue

It's nice to see you posting here in the Community forum, @fosborne.

 

I'm here to lend a hand. Thanks for the details.

 

To isolate the issue, let's verify if your name is listed as the primary contact on file. Here's how:

  1. Log in to your QuickBooks Account (CAMPS) online.
  2. Scroll down to the Primary Contact section to see the details.

From there, check to see if the email address and name are yours as the primary contact. 

 

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

Drop me a comment below if there's anything I can help you. It's always my pleasure to assist. Have a great day ahead.

Meafarm
Level 1

Primary contact issue

I'm having the same problem.  I'm listed as the primary but I can't make necessary changes.

MaryAnn_E
QuickBooks Team

Primary contact issue

 

I'm here to assist with the issue you stated, @Meafarm.

 

We currently have an open investigation with this unexpected behavior. Our product engineers are working to have a fix deployed in the shortest possible time. 

 

I suggest contacting our Technical Support team so they can add you to the list of our affected users. This way, you can expect a notification email whenever an update on this investigation becomes available. You can refer to this investigation number: INV-47318

 

I have steps for you to reach our Customer Care Team. Here's how:

  1. Visit: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product. Select your QuickBooks Version.
  3. Pick a topic in the What can we help you with question.
  4. Choose the type of support on how you wanted to be connected.

 

Also, please check out the support hours by visiting the Support hours and types article. 

 

The Community is always here to help. If you need any more assistance, don't hesitate to ask. 

ASTrucking
Level 2

Primary contact issue

I too am having the same Primary contact issue.  It's now 5 months after your post on July 17th and apparently Intuit has still not solved the problem.  

 

All I need to do is change the expiration date on a credit card so that our Payroll Services remain active.  Easily handled with a 5 minute phone call.  I've spent half a day trying to resolve this issue.  Totally unacceptable!

MaryLurleenM
Moderator

Primary contact issue

This is not the kind of experience we want you to have, ASTrucking.

 

I just want to clarify if you already called in to update your billing information? It requires our phone support to check on your account. They have access to see the details and status of your billing.

 

Here's how you can reach them:

  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

For more information about the process, refer to this article: Update the payment information for your subscription.

 

I'll be right here if you need further assistance.

ASTrucking
Level 2

Primary contact issue

Hey Mary,

 

So I don't see a Help icon.  I have the desktop pro 2020 version.  The only "help" is on the menu bar or the F1 function feature on the keyboard.  Either one of those brings up another window that does not have a list of items to select.  In the search bar it tells me to "search questions, keywords, or topics". 

 

 

JonpriL
Moderator

Primary contact issue

Hello @ASTrucking,

 

Let me help share information about how you can reach out to our support when in QuickBooks Desktop's Help menu.

 

To start with, you'll have to click Contact Us directly from the Help menu so you can connect with our live support. But if it doesn't give you the option to do so, let me show you other steps to contact them.

  1. Go to the General Contact Us page.
  2. Select QuickBooks Desktop.
  3. Click Continue as a guest.
  4. Under Select your QuickBooks Desktop version, select Pro or Premier.
  5. On the What can we help you with? section, select Search something else.
  6. Enter a short description of your question in the Tell us more about your question: field.
  7. Select Search.
  8. Click Message Us.

Additionally, you can also browse for the content of this helpful article so you can keep up with all the updates of your account information: What is CAMPs and how do I use it?

 

If there's anything else that I can help you with, please let me know in the comments below. I'll be here to help. Stay safe!

PaulMotz
Level 1

Primary contact issue

I'm having the exact same issue.  Just want to update a credit card for payment as "Primary Contact"; but there I am withe name and e-mail showing I am already the Primary Contact.  I just spent 1 hour and 25 minutes in online chat trying to fix the issue with no success.  That'w when I found this post.  Please, if someone can get this fixed, please leave the steps for the rest of us.  I've never found it so hard to pay someone.  Paul

AileneA
QuickBooks Team

Primary contact issue

Hello, PaulMotz. 

 

This is the kind of situation I don't want you to experience in QuickBooks. However, don't worry I am here to help you. We can verify the primary contact through Camps.

 

Here's how: 

 

  1. Log in to your QuickBooks Account (CAMPS) online.
  2. On the lower portion, view the information under the Primary Contact section. 

 

From there, we can double-check the primary user if listed under your name and email.  

 

On the other hand, I will leave a handy article that contains about changing your payment method in QuickBooks

 

I'm always around to lend a hand if you need more help with managing your account or any QuickBooks-related concerns. Take care and have a great day.

amvetsmtdora
Level 1

Primary contact issue

I am having the same problem today. I am the ONLY user for our quickbooks account. When I login to update new credit card info for the annual payroll service, I can't update the card. Says I am logged in as Shanda Carroll with [email address removed] email and only the primary contact can make the change. The primary contact listed is Amvets Mount Dora with THE SAME EMAIL ADDRESS!! If the email addresses are the same, why can't I login as the primary?

Tori B
QuickBooks Team

Primary contact issue

Hey there, @amvetsmtdora.

 

Thanks for following the thread. I understand how frustrating it can be when you can't get logged into CAMPS to update your credit card information to pay your annual payroll service. Rest assured, we will sort this out and get you back up and running in a jiff. 

 

Since you've stated it's showing the same email but for two separate people. I recommend contacting our technical support team. Our tech support has the tools available to review your account in a secure environment and investigate the issue on the back end. I've included the steps to contact support below. 

 

  1. Open QuickBooks.
  2. Go to Help, then choose QuickBooks Desktop Help.
  3. Click on Contact Us.
  4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect (Callback, Chat, Etc.).

Please let me know if you have any questions or concerns. You can reach out to us here in the Community any time you need a helping hand. Take care! 

theblindplacelw
Level 1

Primary contact issue

Do you not have a real person to talk to.?  I'm tired of going around in the same circle and don't suggest I talk to your tech support team because no one is home!

Kiala_S
QuickBooks Team

Primary contact issue

Good morning, @theblindplacelw. I'm happy you posted in the Community, we're definitely real people who want to help any way we can!

 

To clarify, are you experiencing the same issue as the other customers on this thread? If you're also not able to make changes as the primary contact, have you tried logging into CAMPS?

 

Let me know and we can help you figure this out. :)

ASTrucking
Level 2

Primary contact issue

The issue of logging into Quickbooks and editing the payment information has NOT been resolved.  Quickbooks want us to send in proof of ownership,  copies of driver's licenses, articles of incorporation, by-laws, etc.  We are a very small company that has 1 person that logs into Quickbooks.   There is no reason to send in what Intuit is requiring.  A simple phone call with updated credit card information is all that should be required.

 

MariaSoledadG
QuickBooks Team

Primary contact issue

Allow me to share some information about the login and editing payment information issues in QuickBooks, ASTrucking.

 

I know how you want to log in and edit the payment information. This has been an ongoing issue and our engineers are working to get this fixed so you can get back to business as soon as possible. 

 

Since you're one of the affected, I recommend contacting our support team so you'll be added to the list. Here's how:

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

Once done, you'll receive an update once the issue is fixed. 

 

For reference, I have these help articles that you can go over in case you have any questions about QuickBooks. 

 

Reach out to us if you have any other concerns about logging in and editing your billing information. The Community has always your back if you need further assistance.

ASTrucking
Level 2

Primary contact issue

Thank you for responding to the log in issues.  I appreciate your efforts.

 

If Intuit can contact customers concerning the log in issues, why can't they contact customers to change the credit card information if they so request?

 

I did have them contact me concerning this and each rep I talked to had me go through the same procedures (via CAMPS) all with the same results and all ended up emailing the information to send to Intuit Company ownership paperwork to claim primary contact.   No one said that this was an on going issue that Intuit is trying to resolve.  Nor have they taken my contact information to contact me at a later date when the issue is resolved.  

QuorumLH
Level 1

Primary contact issue

I'm a small company too...I tried to upload the requested documents and it just spins and spins. I can't seem to reach anyone to fix it

Catherine_B
QuickBooks Team

Primary contact issue

Hello there, QuorumLH. 

 

I do appreciate your time and effort in updating your business information. I'd suggest contacting our Phone Support Team so you'll be added to the list of affected users. No worries, updates and a permanent fix of this issue will be sent via email. 

 

If there's anything else that you need help with, please don't hesitate to post them in the Community. Take care!

ConfusedInMichigan
Level 1

Primary contact issue

this is total bull crap! we pay good money for this program and should be able to talk to a REAL LIVE PERSON like we used to! I am going to look elsewhere for an accounting software with ACTUAL CUSTOMER SERVICE!

WB1968
Level 1

Primary contact issue

Having the same problem now!  Intuit says I am not the primary contact.

 

Intuit support has gone from bad to worse!  In an unrelated issue earlier this week and today, after being forced to use chats because no one from Intuit ever calls back, it took at least 10 techs before we got someone who know what they were doing.

mike b 1
Level 1

Primary contact issue

I have had the same issue.

 

I was able to resolve this and upload the two documents by finding a different QuickBooks Web site.

 

https://quickbooks.intuit.com/learn-support/en-us/intuit-account/request-to-be-the-primary-admin-or-...

 

That site will allow you to upload the two documents.

Ang06
Level 1

Primary contact issue

I was just able to download my documents.  Fingers crossed all goes well!

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