The Primary Admin is wrong. How do I change the Primary Admin?

Thanks for posting your concern in the Community, @mmn0929. I want to help ensure the correct primary admin is set to your QuickBooks account.

As an insight, QuickBooks Online has one primary admin that can access every part of QBO. The primary admin is the one who initially set up the account.

You can transfer the role to remove and change the primary admin if you have primary admin access. 

Here's how:

1. Sign in to QuickBooks Online as the current primary admin. 
2. Go to the Settings menu, then select Manage users.
3. Find the user you want to make the primary admin.
4. In the Role column, make sure they are listed as Admin. If they’re not, select Edit to change their role to admin.
5. Select the small arrow in the Action section. Then, select Make master admin.
6. For security, we send a verification code to the phone number or email on file for your account. When you receive the verification code, enter it and select Continue.
7. Select Make master admin again to confirm the change.

Once done, sign out of QuickBooks for the changes to take effect.

Now, when the user gets the invitation email, inform them to select the link and accept the invitation to be the primary admin.

See this article as your reference for this process: Learn how to transfer the primary admin user in your account.

However, if the current primary admin is no longer with the company, you can request to be the primary admin by sending a request to our account protection team.  

Check out this link for complete information to guide you on how to prepare and submit the request: Learn how to become the primary admin or primary contact for a QuickBooks account.

Visit and update me here if there's anything I can help you. It's always my pleasure to assist. Have a great day ahead.

Hi mmn0929,

Hope you’re doing great. I wanted to see how everything is going about changing the primary admin concern you had yesterday. Was it resolved?

Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at any time.

Looking forward to your reply. Have a pleasant day ahead!

Well, let's see. Yesterday, I was transferred three times and today, my Chat person ended our chat without helping me at all.  This is a data conversion problem.  When QuickBooks switched us from Intuit to QuickBooks Online Payroll Core, you guys reinstated the previous owner as the Primary Admin.  We have no way of getting in touch with him, nor should we have to.  The Current Owner has been the Primary Admin for the past five and a half years and I need Quick Books to put him back on. 

This is not the impression we want you to experience when contacting our support, @mmn0929.

I appreciate the time and effort in reaching out to our support agent. I'll take note of your experience with our customer support so we can submit proper feedback. We'd like to have this opportunity to help you in a more timely and efficient manner in the future.

In addition to what has been shared by my colleague, you can contact our Customer Support Team and request a Master Admin Claim to easily transfer the role. I know you already contacted them, however, they have the tools that can help process the claim in a secure environment.

Here's how:

1. Click the Help menu in the upper-right hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

You can connect with them at your most convenient time by visiting our Support hours and types page.

 Also, please refer to this article to see the different user types and levels of access in QuickBooks Online: User types in QuickBooks Online.

Please let me know if there's anything else I can do for you about the master admin claim in QuickBooks. I've got your back and am always willing to help. Take care always.

There is no little arrow next to the actins icon ?..where to now?

Thanks for joining in on this thread, Iain baxter.

Let me share some additional info of what causes an option to be missing.

If you're not logged in as an admin, you will not see the drop-down arrow next to the Edit link under the Action column. Instead, you will only see the View user activity link. Here's a sample screenshot of what it looks like:

What you can do to get the option available is to have your Primary Admin change the access rights. However, if you're signed in as one of the admin in QuickBooks, and there's no arrow next to the Edit link, we can do some troubleshooting steps. 

Let's open your account in a private browser or incognito to rule out any browser-related issues. Doing the private mode doesn't store your browsing history.

Here are the keyboard shortcuts:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Once done, go to the Gear > Manage users and check to see if have the drop-down arrow. If the option is available, go back to your regular browser and clear its cache. Please make sure to close and re-open your browser afterwards. Alternatively, try using a different supported browser.  

For reference in transferring the master admin role and help manage your users access, please check out these articles:

• Change the primary admin user in QuickBooks Online
• Add and manage users in QuickBooks Online
• User roles and access rights in QuickBooks Online

If you need anything else, please reply on this thread again and we'll be around to help you out. Have a good day ahead. 

Hi, I'm having the same issue. I am the accountant and the primary admin. I need to change the primary admin to my client but the only thing listed in the Action column is "View User Activity". Not sure how to proceed. 

I just posted this on their FB page regarding this issue. Will post a shorter version on Twitter. If there are any recent updates, I'd be grateful for that information. 

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Hello there, tonywoojin.

I want to make sure you're routed to the right department that can best handle this kind of situation when changing the Primary Admin of the account.

I understand that you've already reached us for the same reason. However, the nature of your concern can only be fixed by reaching back to our QuickBooks Care Team. They have the tools to access your account in a secure environment with your permission. This way they can review the previous steps you've taken so far and continue the troubleshooting from there. 

Here's how to reach them: 

1. Click the Help button at the top-right corner.
2. Enter a description of your concern, then select Let's talk.
3. Select Contact Us to connect with a live support agent.
4. Choose a way to connect with a live agent.

I'm adding this article to know our support hours for live agents: QuickBooks Online Support.

Please know that you are always welcome to visit us again should you nee help with anything QuickBooks. Wishing you the best.

Hello, I went back to the self-service form to change the Primary Admin and I see the workflow and form has been updated sometime in the past few weeks. It now has the option to select minority owner of LLC, as well as other validation steps. I just submitted my documents again, hoping that the front end changes were accompanied by back end logic to successfully process my request this time. 

While happy to see this issue is being addressed, I never heard of an update until I randomly tried to access the form again. Some of the requests on this thread have been unresolved for over a year, so I hope you contact those customers to let them know about this update. It's quite exasperating otherwise. Here is the link for anyone else who is looking: https://quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-primary...