Is there a way to change the primary admin when that person no long exists?

It's nice to have you in the Community, Cathy.

I'm here to ensure you'll be able to change the primary admin on your QuickBooks Online company.

If the primary admin or contact is unable to transfer the role to you, I recommend contacting our account protection team and requesting to be the primary admin. You must gather papers supporting your request to confirm that you are the rightful owner or have access privileges to the account.

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.

I recommend the following article for additional information on this process, such as the basics of transferring this role: How to Transfer The Role of Master Administrator.

Lastly, I'm adding this article if you need help managing users in QBO to handle their roles and limit their access to specific tasks: Add and manage users in QuickBooks Online.

Feel free to post a reply below if you have any other questions about changing the primary admin or contact in QuickBooks Online. Just leave a comment below, and I'll get back to you.

@cathyfrigo-hotma 

How can we change it because they won't help us?

Who are "they"?

Do you have any access as Company Admin?

Once the proper documentation is sent and I receive a case number, how long does it take to change the primary admin if there are no follow up questions from Intuit?

Hello there, @rhansonHWD. 

The time it takes to change the primary admin in Intuit's systems can vary depending on their internal processes and workload. However, if there are no follow-up questions or issues with the documentation you provided, the process is typically completed within a few business days. 

It's important to note that this is a general estimate, and the actual time may vary. Rest assured, once the process is completed, you'll be notified by our support team through email with the status of your request. 

For detailed information, kindly visit: Request to be the primary admin or contact.

To get a more accurate timeframe, I recommend reaching out to our QuickBooks Support Experts. 

Moreover, I'll also share this article which can serve as your guide to adding users to help with your company's operations and bookkeeping: Add and manage users in QuickBooks Online.

If you have additional QuickBooks-related queries, feel free to leave a reply. I'm always around to help. Keep safe.