Thanks for sharing detailed information about your concern, @Frustrated in Nevada. Allow me to share some information about your concern and sort this out.

Since you're the system administrator, we can verify your information by signing in through the Customer Account Management Portal (CAMPs) for QuickBooks Desktop. With CAMPs, you can manage your accounts, products, contacts, billing, and user ID access. Let me show you how.

1. Go to camps.intuit.com
2. Sign in with your Intuit Account info. This could be different from what you use to sign in to your company file.
3. If you see multiple products to choose from, select QuickBooks Desktop to go to CAMPs. From there, you can check if all the information listed is correct.

For more details on how to use CAMPs, see this article: Change, manage or update your Intuit account with CAMPs. From there, you can check if all the information listed is correct and if you want to update them.

Also, we have an open investigation about the missing Payroll Account Info banner. That said, I'd highly suggest contacting our Customer Support Team. This way, you'll be added as one of the affected users and get notified of any updates on the progress of the investigation via email. They can also further investigate the email that you've received and help you from there.

You can follow the steps shared by my colleague CharleneMae_F on how to reach them or use the link below to contact them outside QuickBooks:

1. Utilize this link: What can we help you with?
2. Choose your product.
3. Select edition.
4. Enter a short description of your concern. Then, Continue.

Also, make sure to update your QuickBooks Desktop to the latest release version. This way, you can get the latest features and fixes. Please check this article: Update QuickBooks Desktop.

You can also read through this article when dealing with some direct deposit problems: Fix direct deposit issues. It also includes answers to some of the direct deposits frequently asked questions.

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care.

I just got off the phone with QB Payroll help because I too had the same problem. My problem, the user name did NOT include '.com' at the end of my email address! Something so simple yet makes a huge difference. Not sure that would make a difference on your end. The woman I talked to was aware of the update and was very helpful! I hope you find a solution to your issue!

So glad to hear good news from someone.  I'm still trying to find a solution. Even though I am the only user, Admin, Payroll Admin, etc. I keep getting message that I need to contact Primary Admin for access. I've been through two chats which have been unsuccessful.

I am getting the same message when I try to update.  This threat of losing direct deposit for employees is ridiculous when so many are having issues with complying with their as-yet unexplained new rules.

Hi kajrah,

Thank you for joining the thread. We'll help you check this out to keep your direct deposit feature.

This update, by the way, is in compliance with the Federal and State regulations for money movement transactions made via direct deposit. As a holder of the state Money Transmitter Licenses (MTL) and as federally registered as a money service business, we need to have certain information of our clients that use QuickBooks Payroll direct deposit.

Please follow the steps I've stated above, but if you still get the same thing, please contact our QuickBooks Desktop Payroll Support to check this further. They can do a screen-sharing session to gather more details.

You can always go back to this thread if you have other questions in mind.

We are local government so how do you respond to the business type if you are not any of the options listed? 

How do I reach a live person???? None of the suggested "fixes" are working for us, our desktop app does not have a "call back" feature and I've spent countless hours in "chat" which is useless. I need to update our account and submit paperwork to update our Principal Administrator. I've followed all instructions, suggestions, recommendations etc. and NOTHING WORKS!  

Update: I spent two hours on a chat session only to be informed I could not be helped because "I'm not the primary point of contact on the account." YES I KNOW THIS! We're trying to submit paperwork to make this change as those listed on the account are no longer members of our library board. And, even though I brought this to "chats" attention and asked where to send the paperwork, I was abruptly disconnected. WE NEED TO SPEAK TO A LIVE PERSON!!!! 

I received an email regarding the same Federal/State requirements, but all of the necessary information is current and plugged into the required fields. QuickBooks is updated to the latest version and I'm the Admin on the account. Customer service is clueless and unable to assist with this issue--all responses are canned and basically on a repetitive loop. This is highly frustrating!

Hey VGPL,

Thank you for reaching out to the QuickBooks Community. Since you are experiencing difficulty with the call-back feature in QuickBooks Desktop, I highly recommend that you reach out to our Social Team. They have the means to look over your account and guide you with updating your Principal Administrator. For Facebook, you can contact us using this link, and if you prefer Twitter, use this one.

Please let me know how the interaction goes and if you have questions. I will be on standby! I hope you have an awesome weekend. 

I am having the same issue with one of my clients.  To check who the primary admin is, within the QuickBooks company go to Company>Users>Intuit Account User Management.  It will display, by email/user login who that may be.  It could be and older id and you can request to have it changed, if it won't let you do so here.

HERE IS THE SOLUTION!!! Since Customer Service is completely useless.....

For all of you who are still having trouble updating your Payroll information and continue to get the error message about needing to log in as an admin, when you're already logged in as an admin: Do the following steps and it should work.

Help>Reset Intuit ID Settings

Type "Yes" in the box and Click "Reset"

Company>My Company

In the upper right-hand corner click "Sign In"

Enter your user ID in the "Admin" box and click "Continue"

Next to "Already Have an Account?" Click "Sign In"

Enter User ID and Password to Sign In

Go back to Payroll Update Banner and try to update again

This SIMPLE SOLUTION fixed everything for me. Seems like it should have taken Customer Service 5 seconds to figure this out.... Hope it helps!

I think that worked for me!! But now I cannot find the option to update the direct deposit!!

Thank you for joining the thread, @KCARLINI.

Allow me to provide some information about updating payroll information and direct deposit in QuickBooks Desktop.

When changing your payroll information, you don't need to update the direct deposit. Instead, you'll need to provide some info about your business and the Principal Officer. This way, you can prevent any issues with paying your employees by direct deposit. For more guidance, feel free to check out this article: Understand why you need to update your account info for payroll.

If you encounter issues adding the information, I suggest reaching out to our QuickBooks Payroll Team. They can guide you through the steps of adding them to your payroll account.

Once everything is updated, you can now create and send direct deposit paychecks to your employees. For the detailed steps and information, you can read this article: Send payroll and direct deposit paychecks in QuickBooks Desktop Payroll.

The Community forum is always open if you need further assistance updating direct deposit. Thanks for coming to the Community, wishing you continued success.

This continues to be a nightmare.  I am an accountant.  I worked with QB Support to update and upgrade one company file for over 3 hours (the file was apparently corrupted by failure to add all updates).  After all of that, I still didn't get the famous banner that would allow me to update Owner/Principal information.  I am the primary admin (and only) admin on this company file, so that should not be a problem.  Since I still didn't get the banner, I was told I would have to upload a form to make the changes to the Owner/Principal.  This change was only to correct the Owner's email!!  This involved me having to chase down the owner, a busy man, to get a signature from him.  And, guess what, 8 days later, the email address has not been updated.on my Payroll Subscription.  I have three more companies to go through this with.  There is something seriously wrong with this system, and all QB does is threaten to take away direct deposit and act like we're doing something wrong if it doesn't work like they say it will.  I am SO tired of this.  If I wasn't getting ready to retire, I'd be exploring other accounting programs, believe me..

This isn't the kind of service we want you to experience when reaching out to us, kajrah1.

We want to get you back in business so you can run direct deposits for employees again. I'll take note of your feedback when reaching out to us so it properly addresses our management team. We want to resolve this immediately to get you back in business and run direct deposits for employees again.

Since the email address is still not yet updated on your Payroll subscription, I'd suggest contacting our Payroll Support Team. Please provide the case number to the phone agent for them to review the case and check why the email address is still not yet updated on your Payroll Subscription. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how: 

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us:
   • Post a question and get an answer from experts and other customers.
   • Start messaging with a support expert.
   • Get a callback from an expert (availability may be limited).

Visit our Help Articles page for more insights about managing your business in your software.

Feel free to update us after contacting our support or performing the solutions, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always. 

I am trying to figure out why other payroll companies are not asking for this information.  Are they exempt somehow, as this is the question I am getting from clients with multiple businesses?

I finally got all my clients through it after a HUGE hassle for one of my clients.  I fully expect to lose their payroll when it is time to renew.

Another is leaving at year end, more due to the Intuit account setup/login requirements.  They do not want to be controlled, or dictated to by an online entity, and is why they paid extra for desktop. They buy it every 2.5 years, with the required users, as mandated, and they feel they do not need to do anything more.  They feel it is their software.

Thanks for joining this thread, and I'm here to provide insights about the payroll update, Unicomp.

Small business owners who are using QuickBooks Desktop Payroll Enhanced or QuickBooks Desktop Payroll Assisted and pay employees by direct deposit (DD) need to provide info about their business and Principal Officer. 

This is required by law to collect the information and if these details are missing, you won't be able to pay employees via DD. Please browse this link for more insights about the update: Learn about why you are required to provide your business and Principal Officer info in QuickBooks D....

For the login requirements, company owners are required to log in to their Intuit account to secure access to all QuickBooks Desktop software and connected services.

I understand that the process is a challenging experience for you. But, we added a level of security when managing your company file. You can read through this article to expand the details about this: Intuit account for QuickBooks Desktop.

If you need help with the process, you can consider contacting our Payroll Team. They can do screen sharing with you in a secure environment and walk you through updating the required information.

Here's how to contact them:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us:
   • Start messaging with a support expert.
   • Get a callback from an expert (availability may be limited).

Keep me posted if there are other things you need to clarify with. Just click the Reply button below and leave a comment. I'll be right here to help you.

I would like QB to explain in an authentic (not canned) reply why updating this information is so difficult. You don't need to explain the law, we understand that part, but the directions provided are absolutely useless. You tell us to go to the Payroll Center and then what??? You cannot threaten your users with removing their access to Direct Deposit (which will create a nightmare for so many) while not properly explaining the steps.  

Same exact issue and feeling very frustrated.  I hate that there is no longer a help number to call.

I feel exactly the same.  I have been using Quickbooks since the 80s when it first came on the market and have run payroll for dozens of companies.  It is outrageous that the Intuit reps or moderators or whatever they are keep saying to contact support when so many of us have had no luck with support, and further to keep talking about the law.  We ARE NOT complaining about the law - only the QB fails to allow us to follow that law.  Whiskey Tango Foxtrot.

I feel exactly the same.  I have been using Quickbooks since the 80s when it first came on the market and have run payroll for dozens of companies.  It is outrageous that the Intuit reps or moderators or whatever they are keep saying to contact support when so many of us have had no luck with support, and further to keep talking about the law.  We ARE NOT complaining about the law - only the QB fails to allow us to follow that law.  

I understand where you're coming from, @NinaS.

I'll help you get rid of the error when updating your QuickBooks Desktop payroll account.

There are two things that you'll need to do in order to update the principal officer and the business information seamlessly. First, make sure to update QuickBooks to the latest release so you have the recent features and fixes. Also, you'll need to log in as the Primary Admin in your QuickBooks company file. Then, sign in through CAMPS. Once done, you can now proceed with updating your payroll account again.

To learn more about updating your payroll account, check out these helpful guides:

• Provide your business and Principal Officer info in QuickBooks Desktop Payroll.
• Fix error when updating Desktop or Payroll

We want to make sure we address each of your questions about QuickBooks and payroll. Just leave a comment and we'd love to assist you further. 

I am having a similar issue as I have gone in to update it but at the end it requires a DD pin.  I do not use DD on this client so do not have a pin.  If it were just payroll I would not worry about it as I always just write checks.  But the instructions say it also could interrupt the electronic filing of tax returns. 

I thought to set up a direct deposit pin but you have to set up an employee first and I do not have any accounts to set up. Any suggestions?