One of our users cannot remember their password and the password reset option is sending the confirmation code to the wrong phone number. Where do I, as the master admin, go to update the contact information and/or reset her password?
Hello there, mareti_cpsi.
Thanks for taking the time to reached out to us. I'm here to help and provide some insights on how to reset user's password.
Master admin doesn't have an option to reset the user's password for security purposes. Since this issue requires the gathering of personal information, I encourage your user to call our QuickBooks Online Support Team. They have additional tools to reset the user's password.
Here's how to contact our phone support: Get help with QuickBooks Online.
I also attached some articles for future reference:
Don't hesitate to leave a comment below if you have additional questions about User's information. I'm always help to help you out.
Hi @JanyRoseB, thanks for your response!
Just making sure I understand you correctly, you are saying that the Master Admin (arguably the one person within the organization that you should be able to trust with having the ability to reset passwords and properly set up user accounts and update personal information like their phone number in case of a typo or changed phone) does not have permission to reset a password or update their contact/verification details because of security reasons?
I'm here to help, mareti_cpsi.
I'll join in this thread to share some details about resetting a user's password in QuickBooks Online.
At Intuit, securing your company data is our top priority. We always take precautions to protect your accounts and private information. Right now, the Master Admin can only update the user's name and email address.
Instead of using the phone number, you can let your user enter their email address. This way, the confirmation code will be sent to that email address. I've attached a screenshot for reference.
For more details, feel free to check out the links that my colleague JanyRoseB provided.
If the user is unable to receive the code, please give us a call. Our Customer Care has the resources to help you update the email address or phone number on file.
I've passed your thoughts to our Product Developers so they’ll consider adding an option to update the user's phone number. I'm hoping that you could also send this as feedback to our product engineers. Your contribution would be a big help in getting this implemented.
To send feedback in QBO:
Thanks for sharing your ideas. Please reach out to me if there is anything else I can help you with. I'll always be here to assist you.
Thanks for also contributing @PreciousB, the feedback is most definitely helpful.
I understand and appreciate the need to protect our accounting information but someone from our group needs to be able to reset passwords accordingly. Google's admin panel does just this.
While I was onsite and we sent the confirmation email, they received an email with a link to reset the password and that link said it would send a code to a wrong number via text. I deleted the user with the hopes of re-adding them and entering the correct details but now it still directs us to the same process. When adding the user once again I can only add their name and email address and when they clicked on the invite link they are asked to sign in instead of to sign up and it also still sends the confirmation code to the wrong telephone number (which is a landline and can't receive texts).
I will try to find the screenshot you shared tomorrow when I'm back on site with the user. Thanks again for the help!
Let me add a few input, mareti_cpsi.
Your user has an account in our system. Deleting and re-adding them will still route to the sign in page.
If you have other concerns, you can always come back anytime. We'd be happy to help you.