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Level 2

Anyone have success with changing Primary Officer?

 I followed the instructions on I have emailed email address provided in the instructions.  First email sent late October 2020 / early November  2020 with no response. I emailed the signed formed and identification.  I subsequently sent at least 5 emails requesting a status with no response. This is preventing my organization to filing payroll taxes, which should be included in our Payroll Elite subscription. 


Is there a department or human being that  actually responds to email request sent to that email address?

5 Comments 5
QuickBooks Team

Anyone have success with changing Primary Officer?

I want to make sure this is taken care of, @sophiamena.


I appreciate the steps and research you've done to find a way to change the primary officer into your QuickBooks payroll. And I'd like to redirect you to the best support group to get this addressed right away.


Instead of emailing your concern, I suggest reaching out to our Phone Support Team directly. This way, they can pull up your account in a secure environment and help change the primary officer. They can also provide additional information about the process.


Here's how to get in touch with our support team: 


  1. Sign in to your QuickBooks Online account.
  2. Click the ? Help button at the top-right corner.
  3. Choose the Talk to a human option (type it again if prompted).
  4. Enter I still need a human.
  5. Click Contact Us.
  6. Then choose either Send a message (if you prefer to chat) or Get a callback

You might want to check out this article to learn more about changing primary officer: Change the principal officer.


Please let me know if you need clarification about this, or there's anything else I can do for you. I'll be standing by for your response.

Level 2

Anyone have success with changing Primary Officer?

Hello @Mark_R, I've contacted QB via email, chat and phone.  This community board was my last resort.  I  spoke with someone on Dec. 2nd, she was supposed to call me back.  Still waiting for that return phone call.  I also spoke to someone today. We were on the phone for 1 hour and 8 minutes, using glance as well.  This rep disconnected the call.  I assume because after 1 hour and 8 minutes of being on the phone with him - he could not answer my question.  In fact I have 3 open issues that I have been unable to get assistance with for the past 2 months. I sent another email today to : BPFCSOPERATIONS, Huxley, Susan, 
Sean_Smith, Tammy_Holt, Katie_Kovack  and Glassner, Joshua.  The sales person and onboarding person that helped me with QB Online Payroll and their manager in attempts to get SOMEONE at QB to assist with the open issue, resulting in... you guessed it NO REPLY. Any other suggestions on getting the issues on my account resolved? 

Level 2

Anyone have success with changing Primary Officer?

Also, @Mark_R I suggest checking out the Article Change the principal officer . As you can see it only provides a description of a Principal Officer.  It might also be to QB Community Forum's moderators use to search "Change the principal officer", because  several people have commented that the shared article contains no useful information on how to change the principal officer and QB EPML stating that the info has not synced yet (since July 2020).  


Anyone have success with changing Primary Officer?

Hi, sophiamena.


I want to make sure you'll be guided to the right support who can help you change the principal officer for your QuickBooks Payroll.


Changing the company's principal officer needs the assistance of our QuickBooks Payroll Support. I recommend gathering the following information below before reaching us:


  • Principal officer's name, Date of Birth, Home Address.
  • Social Security Number (SSS)
  • If you're changing the bank account, get the voided check from the new account.

Once you gathered all requirements, you can follow the steps below to contact us. Our phone support will help you determine which process would be best for you to use depending on your company type.

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.


In case you need help with changing the primary contact of the account, you can refer to this article: Request to be the master admin or primary contact. This will provide you steps on how to send the request as well as the requirements needed.


Leave a post below if there’s anything that I can assist you with or if you have any additional questions about this topic. I’m always here to help. Have a wonderful day!

Level 1

Anyone have success with changing Primary Officer?

Thank You @Rose-A , your suggestion also lead me down a different path of articles on c hanging principal officer that involves submitting a case via Box:


As previously stated I have already searched support and read articles,  "chat" with rereps, emailed and called payroll support to no avail.  My last attempt yesterday was again wasted time when a QB rep disconnected the call and Glance session after 1 Hour and 8 minutes.  His last comments were "I'm still here researching the issue", then nothing. 

Hopefully after your suggestion and the claim via the Box link in the URL above will lead to some progress in the matter. 

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