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chad41
Level 1

Why is Quickbooks customer service so terrible? I have filled out the change master admin form multiple times and had the old admin call. No luck, support is useless

This is an on-going issue where I have tried to change my Master Admin multiple times and I get an email asking me to provide a photo ID of a person who I have never heard of or worked at our company. Of course all I get is "fill out this form" I ALREADY HAVE. I request to speak with someone from Account Recovery Support Team and apparently they are not allowed to ever speak to customers. This is such a joke, the old master admin (who has not logged on in over two years) even called to try and get this changed, but because he lost his login info Quickbooks will not switch me to the master admin. This is so stupid and a waste of everyone's time as myself and our auditors are the only ones using the account. How can I contact the elusive Account Recovery Support Team or a manager with Quickbooks support LIVE not over crappy chat which is a waste of time and only gives me ***** ends?
4 Comments 4
Fiat Lux - ASIA
Level 15

Why is Quickbooks customer service so terrible? I have filled out the change master admin form multiple times and had the old admin call. No luck, support is useless

If you hit the wall with their support, as long as you are still able to login as Company Admin, you may have 2 options to claim your data with an additional effort/cost.

JamesDuanT
Moderator

Why is Quickbooks customer service so terrible? I have filled out the change master admin form multiple times and had the old admin call. No luck, support is useless

This is not the experience we want you to have with our supports, chad41.

 

I can see that you've already provided the necessary requirements and forms for the Change of Master Admin request. These details should now be attached to the affected account and only waiting for the approval from higher line of support or department.

 

There's a possibility that you're not within the support hours when you requested for a representative over the phone. You can check our the Support Hours section of this article to see the best time to get in touch with our phone support representatives: QuickBooks Online Support.

 

If only we can directly assist you with the process here in the Community, however, this is not possible for security reasons. This is why we always recommend settling the account concerns over phone with our representatives. While speaking with our phone representative, that's the time you can request for a manager to settle your request. 

 

This is the least thing we can do for you here in the Community since it is an account related concern. You can keep us updated so we can also review what else we can do on our end. Looking forward to hear more from you soon. 

chad41
Level 1

Why is Quickbooks customer service so terrible? I have filled out the change master admin form multiple times and had the old admin call. No luck, support is useless

I do not get the option of a call back and I have have 3 chat sessions, none of which were helpful.  I really need to speak with someone from Intuit Account Recovery Support Team.  Can someone tell me how to reach that Team?  I am very frustrated with Quickbooks.

MaryLandT
Moderator

Why is Quickbooks customer service so terrible? I have filled out the change master admin form multiple times and had the old admin call. No luck, support is useless

I know this isn't an easy process for you, chad41.

 

But I'm here to give you the steps needed so you can change the master admin on your QuickBooks company file. 

 

It takes three business days to review your request and you can look out for an email from "no_response@intuit.com". The email contains information on whether it's approved or not. 

 

I'm adding this link to ensure your documents are sent to the right team: Request to be the master admin or primary contact.

 

On the other hand, the old master admin can recover his login info as long he has still access to his email address or phone associated with QuickBooks. You can provide these steps to him: Recover your account when you can't sign in.

 

Our Intuit Account Recovery Support Team will take care of your request within one business day. Business hours are Monday through Friday, 8:00 AM to 5:00 PM PT. For extra security, our general support team doesn't have access to update your info.

 

While there isn't a direct phone number to contact our recovery team, they'll get in touch with you via email with the next steps. Once they approved your request, you'll receive a link to reset your password.

 

Your company file contains sensitive files, and that why we need this process to keep your QuickBooks Online data safe.

 

If you still need to speak with our Live Support Team, you can use our QuickBooks Trial accounts. Then, contact us from there. Let me show you how:

  1. Go to this link: QuickBooks Test-Drives and Trial Links.
  2. Click QuickBooks Online Test Drive to open the sample file.
  3. Select Help (?) at the top right.
  4. Enter your concern, then select Let's talk.
  5. Select Contact Us to connect with a live support agent.
  6. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

Let me know if you need anything else by commenting below. I'll be around to help you with QuickBooks.

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