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cseymour
Level 2

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

 
5 Comments
Charies_M
Moderator

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

Thanks for checking this with us, cseymour.

 

The Primary contact can make changes to the account like updating the company's credit card information. We take the privacy and security of your data and we want to make sure only the authorized users can access your account.

 

Check out this article for a detailed information, see this change or update Primary Contact on your QuickBooks Account article.

 

Base on the nature of you concern, the only way to fix this is by reaching out to our QuickBooks Support Team. Concerns that requires pulling up your account including updating the primary contact information requires help from them. 

 

Also, the phone support is no longer accessible in QuickBooks Desktop, instead, you can reach them through chat.

 

Here's how:

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Click Contact us.
  4. Hit the Stat Messaging button.
    QBDT ChatSupport.PNG

If you still don't have the Contact us option, you can also use one of two available links in the How to message us outside of the product section of our Contact QuickBooks Desktop support article to get in touch with a Customer Care Team representative through chat.

 

In terms of updating your credit card information, you may refer to the steps provided in this article: Change your credit card for payroll billing.

 

Keep me posted if you still have questions about updating your primary contact. I'm always here to assist. 

janice dsc
Level 1

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

Working weekend and Same problem has happened to me, during the busiest time to complete payroll tasks.  My subscription does not expire until next month, but the system is insisting the credit card be updated, which it will not allow because I am not the primary Contact!  Which is impossible as I am the only person associated with this account with Quick Books Desk top, Online, Payroll, ProSeries and am a ProAdvisor.  No help available until Monday at 8 by chat.

janice dsc
Level 1

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

Charles_M did you get this resolved?

LieraMarie_A
QuickBooks Team

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

We've got your back, @janice dsc. I'm here to make sure you can update your credit card right away.

 

First, 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.
  3. Verify if your name is listed as the primary contact. 

 

If you're the current primary contact, yet unable to update billing info, I'd suggest reaching out to our Customer Care Team. They are available from 6 AM - 6 PM PST Monday-Friday and 6 AM - 3 PM on Saturdays. This way, they can investigate and take further action to fix this problem. They can also help you update the info for you. Additionally, if the current primary contact is no longer associated with the company and you wish to change it to a new one, you can send a request to our team to do so. 

 

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.
  5. Select Let's talk, and then choose a way to connect.

 

For more information, check out our guide on changing the primary contact on your QuickBooks account.

 

I also recommend reading this article to know the tips and tricks in using the Customer Account Maintenance Portal: What is CAMPs and how do I use it?.

 

Visit me again here in the Community should you have any other concerns. I'm always here available to help. Have a good one.

Baytown Meals on Wheels
Level 1

I am the ONLY contact and today QB is telling me that I am not the Primary Contact. Now I can't update our credit card to pay for payroll update. I do NOT have a "contact us" option on Help.

I am trying to complete payroll. I notice that none of the taxes were deducted. I get a message stating that I need to reactivate my account. However, the status of my account is active. 

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