Complex company setup, lost logins - which route to take??

Thanks for reaching out to the community for support. 

At this time, we can only manually delete companies that are less than 60 days old. If it's past 60 days old, we'll have to cancel it. Then, after a year of being inactive, the system will automatically delete the file.

Since you're having some issues logging into that company, I recommend resetting the password. This way, you can gain access and cancel it. Check out the link I've included below to reset your password. 

• Reset your password for QuickBooks Online

Once you've reset your password, you can use the steps I've included below to cancel/manually delete the account. 

To manually delete a less than 60-day old account: 

You'll need to change the last word of the accounts' URL to purgecompany. Here's an example:

From this: https://c43.qbo.intuit.com/app/homepage 

To this: https://c43.qbo.intuit.com/app/purgecompany

To cancel the account:

1. Click the Gear icon, and then select Account and Settings.
2. Go to the Billing & Subscription tab.
3. Click Cancel on the QuickBooks section.

I also wanted to mention that some of our users have changed the admin user for the account they don't wish to see listed any longer. They do this by creating a dummy email and using it for the dummy admin user on that account. Please know that you must be the master admin of this. 

Here are a few helpful articles about removing companies for future references:

• Cancel your QuickBooks Online subscription
• Delete your data and start over in QuickBooks Online
• Change the primary user in QuickBooks Online

Please don't hesitate to let me know if you have any questions or concerns. Take care! 

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@Lora72 wrote:

The Question: 

-Do we need to create a whole new Intuit account, and start completely over with all three company profiles?

-If so, will we be able to export the existing company profiles and import them into the new account?

 

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@Lora72 

Do you know what kind of solution they use to access the files? Are they running remote desktop app and they don't need to run any QB Desktop on their machine locally?

You said they used QB Desktop for a long time. Are you sure they will accept the data migration to QB Online?

As long as someone can access their files remotely, you have a way to secure the file(s) and weigh your options. Either set up a simple cloud environment to run QB Desktop or migrate data to QB Online completely. Contact us in private if you need technical assistance on this matter.

Maybe I was unclear, they do not currently have a password for QBO.  We are trying to recover the password for their master Intuit account that covers all products.  Currently their only product is the desktop version.

Some updated info:

We were able to establish the email associated with the master Intuit account.  Unfortunately the email is unaccessible.  It was the email of the company owner's mother, who passed away a couple of years ago.  Access to her email account was lost.  So using the "forgot password" option for Intuit will not work.

So the main question now is:

Will someone at Intuit be able to assist us in either changing the email associated with the account, or assist us in creating a new password so that we can update the account ourselves, with the company owner's permission?  Will they require proof of the previous administrator's death?

Bottom line, we can't get these company profiles updated to QBO without being able to log into the main Intuit account.

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@Lora72 wrote:

Bottom line, we can't get these company profiles updated to QBO without being able to log into the main Intuit account.

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Can you login to their CAMPS as Primary Admin and find their license info there? Last resort, purchase a 3rd party password removal service to open their company file.

Hello there, @lora. I'm here to assist you on how you can be the primary admin.

In QuickBooks once the admin or contact is unavailable and you'll want to transfer the role to you. You can do so, but you'll have to send a request to our account protection team. You can follow the process below:

Step 1: Gather documents for your request

You need to provide the type of business you're in to determines which documents we need to verify and assign a new primary admin or contact. Also if the owner is deceased, you’ll also need to provide one of the following business documents:
 

• Proof of Transfer of Ownership.
• Power of Attorney.
   

Step 2: Sign In

You'll need to sign in with your email address to view the form. If you don't see a form at the bottom of step three, sign in to your Intuit account to access QuickBooks. If you don't have an Intuit account, create one.

For the last step, you can visit this article for the detailed instructions and for you to fill out the form: Request to be the primary admin or contact.

In case you're all good and ready to update or change the primary contact, you can refer to the following articles.
 

• Update primary contact information
• Change primary contact information
• Change the primary admin user in QuickBooks Online
   

If you need anything else, or if you need further assistance in managing your company, feel free to post a reply. I'll get back to you as soon as possible. Have a good one!