QB has disabled our system administrator

This is not the experience we want you to have, @janathom.

Let's resolve the error your system administrator has received so you can access QuickBooks Online.

We recently had an issue with users that can't access their QBO account. They received the "Your administrator has not granted you access to QuickBooks Online Plus. Please contact your system administrator with any questions." error message. Our Product Engineering team is already aware of this and is now working for a fix. 

To check for any updates about this case, I suggest reaching back to our Customer Support. You can provide them with the case number so they can take a look at it and provide you with the information that you need to resolve this.
 

You can reach our Customer Support for QuickBooks Online (QBO) by going to the Help icon at the top right of the account. Follow the steps below: 

1. Go to the Help icon to connect to a live support agent. 
2. Provide us with some information about your concern.
3. Select the Contact Us button and provide some details about this concern, then on the Let's talk button. 
4. You'll now be provided options on how to connect to our Customer Support. 

Here's the contact the QuickBooks Online Customer Support team article for more information. 

That should get you back to business. Let me know if there's anything else that I can help with your account by leaving a comment below. Take care and enjoy the rest of the day.

Thank you for your reply.  Our system administrator has done this numerous times, but keeps getting an automated e-mail with no results.  Quite frankly, I am shocked by this lack of customer service from QB.  Surely we must be able to talk with a person to get this fixed.

Is there any further information on this problem?

janathom

Hello, janathom.

I also expect support whenever there's an issue that affects my productivity. That said, I have some update on the master admin issue, and how we can work around it. 

I looked into our system again and our engineers are still working on the issue. However, they did come up with a workaround so you can access the company file. You can add a new standard user with all access or another company admin as a temporary fix.

You can also let an existing Standard user (with all access) log in to the company file and reconcile the bank. 

Here's how: 

1. Log in to your QuickBooks Online company with a credential that can add or edit users. 
2. Go to the Gear icon, then choose Manage users.
3. Click the Add user button. 
4. Choose either Standard user (make sure to choose All so you can reconcile the bank) or Company admin.
5. Hit Next. 
6. Enter the email and other information for the invitation.

Regarding the automated emails you received, are those from the notifications about the reason of your contact? If so, you'll want to chat with us instead and follow up with the issue.

If you haven't done it yet, you can let the chat agent add your company to list of affected users. You'll receive an email update regarding the issue. 

Click this for the direct chat link. Provide this reference number to the agent: INV-51953.

When our engineers have fixed the issue, you can delete the temporary user you've created if necessary. 

Need help reconciling your bank account? Please check this article for a guide: Reconcile an account in QuickBooks Online.

I can address any other concerns you might have regarding QuickBooks Online. Post them here and I'll be there for you. 

I think this is a great idea, however, it is our system administrator who has been locked out.  I am a user that can access reports, etc., but cannot access the bank accounts for reconciliation.  I cannot change my credentials.  Can support go in and change my credentials?

Thanks for this update, @janathom.

Unfortunately, we are unable to make any changes of this kind within an account.  It may be best to have your Master Admin reach out to support, so we can get your team up and running once again! 

@MJoy_D has highlighted some great contact details earlier in this thread.

Please let me know how this works out, and we are here to help if you have additional questions!

I am having this exact problem - and am the ONLY one with access to the account. I set it up! It says there is new software available but I don't have the permissions. WHAT??? My name and email are the ONLY listed as primary. How can I access the update? 

Lisa

Hello, Lisa. 

Just to clarify, are you using the QuickBooks Online Windows app? This might be caused by the app's data, which prevents you from accessing the company file and getting the update. I'll share the steps below so you can fix this. 

In this case, you can click the Help menu then select Reset App Data.

Alternatively, you can uninstall and reinstall the Windows app to resolve the error and apply the needed version updates. 

You can get the installer here: https://quickbooks.intuit.com/online/apps/

However, if you're using the browser and need to update a few things in your Online account, you can use an incognito or private window. This rules out any cache-related issues in QuickBooks Online. Shortcut keys: 

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari (newer versions only): Command + Option + P

From there, log in to your company account. When you're able to do so, go back to the regular browser and clear the cache. This deletes the data that causes the error message. Close all browser processes to successfully clear out the cache storage. 

Alternatively, you can use another supported browser instead of clearing the cache.

After successfully logging in, you can check out our articles if you need help managing your business. Browse them in our QuickBooks Online articles list.  

Please let me know if you have questions doing a certain task in the program. You can visit this thread again and add the details of the issue in your reply. I'll get back to you to help you out. 

We are having this same issue with one employee who can't login to her timesheets (in quickbooks, NOT tsheets!).  She gets the error message "Your administrator has not granted you access to Quickbooks Online Plus".  She has been entered just like every other employee (we have 80+ employees) as a timesheet tracker only.  As a matter of fact, we hired 8 people the same week she was hired and she's the only one with this problem.  We've spent HOURS talking, chatting, emailing and being routed to wrong numbers and departments.  We have case numbers and emails but no one will call back or email back to help.  How is this so difficult?? We are beyond frustrated and ready to move on.

Thanks for joining us here today, @monkeymouths.

I have some information about adding your employee to a timesheet. You'll want to remove the employee, re-invite using a different email address to get this resolved.

Here's how to do it:

1. Go to Gear at the top.
2. Select Manage users.
3. Choose the employee in question, then tick the Edit drop-down and then Delete.
4. Hit Delete when prompted.

After deleting, add the employee again. This time, use a different email address. Follow steps 1-2 above and then pick Add user.

Learn more about accessing rights and timesheets at these guides:

• User roles and access rights in QuickBooks Online.

• Timesheet setup: QuickBooks Online and QuickBooks Time.

Additionally, here's a link that covers all tasks you can do when using the payroll feature.

Drop a comment below if you still have questions or concerns with timesheets. I'm always here to help. Take care and stay safe.

Thank you for your response but we've already tried that several times and it doesn't work.  Any other suggestions? I'd love to be able to talk to someone who can help, we have spent entirely too much time doing the same things over and over and getting sent to other departments or phone numbers that can't help either.  

Hi there, @monkeymouths.

This is not the kind of service we want you to experience and I appreciate your effort in performing the troubleshooting steps to resolve this issue.

Since the problem persists, I recommend you speak to one of our representatives by requesting a callback. Reaching out to them ensures that necessary actions will be performed to get you back on track. Please log in to your company to view the support details:

1. Click the Help menu and select Contact Us.
2. Provide a short description or tell us specifically how we can help you, then click Let's talk.
3. Click Get a callback.
4. Enter your contact information.
5. Select Call me.
6. You also have the option to click Message an agent if you want a chat agent instead.

To ensure we address your concern on time, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturday. For more details, please browse through this article: Support hours and types. 

Additionally, I've added these reports to learn other payroll statements that you can use to view information about your employees:

• Get Started With Payroll.
• Run payroll reports

Kindly update me on how things go by adding another comment below. I want to make sure you're all set, and I'm here if you need further guidance. Take good care!

We finally got this resolved for that employee after approximately 8 hours of working through the different levels  of help, so ridiculous!  Now we have another new employee who cannot sign in to see her paycheck.  We've already spent 2 hours working on this only to be told someone was looking into it and we would be contacted.  That was last week - no contact whatsoever and now she needs to see her paycheck.  Here we go again, I can't keep doing this every time we hire a new employee.  How do I get directly to someone who can help me?  One thing both employees have in common is that they used to have a personal quickbooks account.

I am receiving this message...

Your administrator has not granted you access to QuickBooks Online Plus.

Please contact your system administrator with any questions.

What administrator??? I am the only one that has access to Payroll online.  I have been dealing this for 5 days,

and nothing! No one has a solution. I've cleared Cache and browser, and the same message appears.  I cannot log in!!! So frustrating.  

Hi @Ditch co,

I'm here to help and clear things up for you about this specific issue.

I checked and found that there's an open investigation for the issue you described above. Our product engineers are currently looking at the root cause of this issue, so they can deploy a fix. 

What I can suggest is for you to contact our Technical Support team for further assistance. They can add you to the list of our affected users. And with that, you'll receive email notifications whenever there's an update on this investigation. 

See this article for the steps: QuickBooks Online Support. Please take note of their operating hours, so you know when they're available. 

Don't hesitate to leave a comment below if you have other questions about your payroll service in QuickBooks Online. I'll be sure to take care of them for you. 

We have the same problem and it's been 4 days! We are using QB Payroll Online and when trying to log in it just gives me the message "Your account has been disabled. Please contact your system administrator for more information." We only have one user! I have contacted Quickbooks multiple times and apparently the back end team is working on it. I got a case number (INV-50953) but have heard nothing after that. It's been 4 days! I have tried restarting computer, different browsers, incognito, clearing cache etc... I can't click any gear icons because I'm the admin and can't sign in. I'm very concerned for this lack of customer service, I haven't had any updates regarding this issue, I have no idea how many weeks it's going to take, how many payrolls I'm going to miss. You can spend hours on these chats but no one knows how long this is going to take. I'm surprised by what Quickbooks thinks is a appropriate wait time... If anyone has any other suggestion or an estimate how long it normally takes for the back end team to resolve these things, let me know!

This is not the impression we want you to experience when logging in with your payroll account, Sofia7.

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding missed updates of this issue. We'll be able to take action on improving our customer service. At this time, there's no specific time on when this issue will be resolved. Rest assured, our engineers are working together for the permanent fix.

Once you contacted our support agent, they'll send you an email notification about the update of this issue since they already added you to the list of affected users. However, you can still contact us to run the payroll since we have a tool to help you with this one. You may call us at a time convenient to you, send a message via chat, 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. Go to the Help icon on the top right. 
2. Enter your concern in the search field.
3. Choose Talk to a human.
4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human. 
5. Press Contact us.
6. Tick Continue. 
7. Choose Chat or Get a callback.

Feel free to visit our Help article page for more insight about managing your business in QuickBooks. 

The Community will always have your back if you need anything else in QuickBooks Online. Assistance is just one click away. Take care always. 

Here I am with the same issue in 2023.  Just saying.  It has been a little over THREE WEEKS that I cannot access my business.

Hi there, @Pdickson.

I wish you didn't have to bear all these hurdles when working with QuickBooks. I'm here to lead you to the best support to handle this immediately so you can get back to your business.

In situations like this, we’ll have to review your QuickBooks Online (QBO) account setup. The process requires us to open your account, which I’m unable to do here in the Community since this is a public forum and for security reasons.

I suggest contacting our Customer Care Team to check your account securely. They'll also be able to further assist with determining why you cannot log in to your QBO account.

Since you're currently unable to access your QBO account, you can contact our live chat support to connect with an expert. You can also contact them by calling the number in the Can't get signed in? section of this article: QuickBooks Online Support.

Also, have you encountered any specific error messages while trying to access your business?

Additionally, if you forgot your login credentials, we have a helpful guide to get into your account and get back to business as usual: Recover your Intuit Account if you can’t sign in.

Leave a comment again if you have any other concerns or further questions about accessing your QuickBooks account. I'm always ready to help.

I have done everything you mentioned above.  I have sent in copies of my ID, Articles of Inc, Letters, AND received an auto email saying it will be 24-48 hours for them to get back to me.  

Support is a joke.  

You have all the information to fix the PROBLEM YOU CREATED.  NOT ME.  What frustrates me the most is that this problem is on your forum from 2020!  You know it exists and yet SUPPORT acts like they have to do all this back ground checking and fix my browser.  WHAT!  This should be in your support database.  The fix should take an hour at the most.  NOT THREE WEEKS!

I didn't forget my login credentials!  I tried to login one day and got an error message saying I need my admin to give me permission to access my account.  I AM THE ADMIN.  I AM THE ONLY USER.  I OPENED THE ACCOUNT AND DIDN'T HAVE TO PROVE ANYTHING.  YOU CHARGE MY CREDIT CARD EACH MONTH.