kindly check it

this area is blank with me no radio an define button are showing

thanks

Hello,

Has anyone come up with a solution for this issue.

I was having the same happen where the Custom feature did not appear. After spending 4 hours on the phone with Intuit support they said I have the Enterprise Gold and need to have the Enterprise Platinum.

I upgraded to Platinum and had my IT provider download on the server and the workstations and he even tried all the fixes stated by others and NO CUSTOM BUTTON!!!

Called QB Support again this morning and they are now stating needs to be upgraded to Platinum Accountant?????Why????? What would an accountant know about Customer and Vendor level permissions???

Called Raeann Salter as she has a YouTube channel that goes through all the steps (very very nice lady if you need anything, and very informative), and she said she is on the Platinum, no Accountant, and it's working.

I'm out of ideas and it's been extremely frustrating, especially the price we pay for only 6 users.

Please if you have any updates or information regarding this issue, let me know.

Thank you again!

 Angie

Thank you for reaching out and providing the details of your situation, @GlassgirlCA. It’s clear that you’ve dedicated significant time and resources to resolving the absence of the Custom feature, and I'm here to help you navigate the situation.

Please know that for the Custom button to appear, you'll first need to click the Centers button and select the specific center for which you want to create a custom level of access and permissions. It’s essential to choose a center, as this is the only area where you can customize record-level permissions.

If the Custom button still doesn’t appear after selecting a center, you'll want to consider upgrading your subscription to QuickBooks Desktop Accountant. This version includes additional features that can enhance your ability to manage user permissions effectively.

For more information on managing users in QBDT, please refer to this article: Create and manage users and roles in QuickBooks Desktop Enterprise.

Additionally, you can refer to this material to understand the various areas, activities, and access levels associated with different roles in QBDT: Areas, Activities, and Access Levels.

Come back to this post if you have any other concerns about user permissions in QBDT. I'll be around to lend a hand.

Thank you for getting back to me Jelayca, however we have tried all that and the Custom feature is not there. Also in speaking with other QB support team members they confirmed I don't need the accountant version, the platinum version should allow this function.

Your efforts in seeking a resolution for the issue you faced are genuinely appreciated, GlassgirlCA. The time you dedicated to contacting our live support team does not go unnoticed, and we are grateful for your commitment to finding a solution. I understand you've invested a considerable amount of time working with them.

Just to confirm, the Custom role feature is available in QuickBooks Desktop (QBDT) Enterprise Platinum. Moreover, since you have followed the necessary steps but are still facing the same issue, I suggest continuing your conversation with our live support team. I understand you've previously contacted our live representatives, and I appreciate your initiatives.

However, these support experts have the tools and resources needed to investigate the underlying cause of the issue effectively. Through a screen-sharing session, they can take a closer look at your setup and provide you with tailored assistance. This interactive approach allows them to identify specific factors contributing to the problem and offer solutions.

I'll show you how you can reach out to them:

1. Go to Help, then choose QuickBooks Desktop Help/Contact Us.
   
   
2. Hit Contact Us.
   
   
3. Give a brief description of your issue, and Continue.
   

   

4. Sign in to your Intuit account,  choose Continue, and then Continue with my account.
   
   
5. We'll email you a single-use code. Enter your code and select Continue.
6. Click chat with us or Have us call you.
   
   

Check out their operation hours to determine their availability. 

Every minute spent resolving issues is crucial when focused on running a business, GlassgirlCA. Your patience and determination during this process are admirable, and I want to ensure you feel supported every step of the way. If there’s anything more we can do to assist you or if you have further questions, please don’t hesitate to reach out. Your satisfaction is our priority, and we are here to help.  

Hello Eirka, I have tried again going through this route in hope that it is a higher level support however the support tech that called me back did not even know this feature was possible until I told him and basically a waste of my time again.

If anyone has any ideas how to get this resolved, please please please let me know, not sure if it's client support or technical support but something has to be done.

Thank you

Cross our fingers!!!

Someone from Customer Support called and after spending another hour on the phone and rewalking through all the steps and testing other areas, he consulted with others and finally let me know that it seems when updating from the Enterprise Gold to Platinum using the same license number seems to be a known glitch. He sent a download for a completely new license and link that will need to be installed on the server and the workstations, will also have to reset up enhanced payroll with new license and pin key....all this is a pain in the b&*^ however I'm just happy if it can work. Will post back with the results early next week!