I've got to say this has to be the most infuriating function within the program. I was trying to get my accountant setup on my account. He was having issues, so I made him the master admin, not really knowing THAT LITERALLY HANDS OVER ALL OF MY RIGHTS FROM MY ACCOUNT. Worst part is, I can't get it back. I've filled out 3 trouble tickets to regain all access to my account. Haven't heard back from one of them and it's been over 6 business days now. Called and talked to 3 different people who had absolutely zero clue how to resolve the issue, got hung up on twice. So basically, if you hand over master admin to somebody, you're colossally screwed...that's what I'm gathering. Thanks Intuit, cool feature. 

Explain to me what I need to do to solve this issue? It's my account, so please give me back my full rights. Remove my accountant so I can start from the beginning. A call back would be lovely so I can actually dialogue with a breathing person. 

It isn't the kind of experience that we want you encounter, Amandaslicklicksicecream.

You can have the Master Admin access by reaching out to your accountant . Then, let them transfer the role to you.

If you're unable to get in touch with them, it would be best to contact our Phone Support team. From there, you can request to be the master admin. You can do that by clicking the ? Help button.

Take note, you'll have to gather documents as proof of the ownership of the company.

I've added this article that has detailed information on what documents are needed: Request to be the master admin or primary contact.

I'm just around if there's anything that I can help. Keep safe!

If it were all that easy....my accountant let's just say is less than accommodating, this option isn't going to happen, he won't do it. Don't worry we'll be switching accountants next year. 

I've submitted 3 tickets with all of the necessary documents, still waiting...6 days later. Called 3 different time, 3 different reps, nobody seems to be able to fix it (I'll add that I got hung up on twice, that was soothing). I'm not crazy right, the fact that the rights to the account can just permanently be handed to somebody else with 2 clicks but to regain it I have to sacrifice my 1st born child is pretty, 3 trouble tickets, 3 phone calls, countless chats, countless google searches, approximately 5 hours of my life dedicated to this process seems....a bit much to me. 

TROUBLE TICKET: [removed], [removed], [removed]. 

Side bar question...If I pay the bill, because I own the account, because I own the business, yet I don't have my account access, where do we go from here? Do you guys cover my bill this month? What's the game plan here? Inquiring minds....

I understand that this is a bit to much for you, Amandaslicklicksicecream.

Not having the option to have all the access on your account is really frustrating. That being said, our Phone Support team will verify the documents you've provided and they can transfer the role to you.

As for the bill, I'm unable to tell as to who will pay it for you. However, you can share this with our Phone Support agents and they can discuss with you about this matter.

Let me know if there's anything that I can help. Keep safe!

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@Amandaslicklicksicecream wrote:

Side bar question...If I pay the bill, because I own the account, because I own the business, yet I don't have my account access, where do we go from here? Do you guys cover my bill this month? What's the game plan here? Inquiring minds....

---

@Amandaslicklicksicecream 

Company won't interfere in your dispute with your accountant. If your accountant declines to transfer back the Master Admin role to your end, you are screwed. You may have other options to claim your data back IF you are still able to login as Company Admin.

hi,

when i try to change a user who is currently an admin to primary, the primary admin is not available in the drop down, only standard and admin.

i tried to change myself to a standard or admin but, there is not a drop down available.  i am using quickbooks online.

Welcome to the Community, @userkgreen.

I'm here to help you change the Primary Admin in QuickBooks Online (QBO).

We'll have to make sure that you log in as Master Admin to the account. This way, you'll have the option to change the user into primary admin. 

To check if you log in as primary admin:

1. Go to the Gear icon.
2. Under Your Company, select Manage users.
3. Locate your name, and then under User Type, it should be Primary admin.

You can check this link about changing the primary admin: Change the primary admin user in QuickBooks.

On top of that, I've also included this reference for a compilation of articles you can use while working with us: Account Management for QuickBooks Online.

Don't hesitate to reach out to us again if you need anything else. We're always here to lend you a helping hand. Have a great day!

I have been trying to do the same thing for literally almost THREE YEARS. Hours on the phone with QB support, multiple "cases" started, no results.

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@jane8 wrote:

I have been trying to do the same thing for literally almost THREE YEARS. Hours on the phone with QB support, multiple "cases" started, no results.

---

@jane8 

What is "the same thing"?

We terminated our accountant who set up the Master Admin in intuit.  How can we remove that role and take control of our admin master role in Intuit?  

Hi, @R2021.

I'll help you with changing the master admin user on your QuickBooks account.

If you have the master admin login, you can open QuickBooks as a master admin, then remove your accountant from the Manage Users page.

Here's how:

1. Go to the Gear icon, then click on the Manage Users tab.
2. Look for your accountant's name from the Accounting firms section.
3. Remove the name from there.

If not, you can directly proceed with requesting the primary admin rights.

1. Gather your documents for the request.
2. Sign in to your Intuit Account to see the request form.
3. Complete the form, then send your request.

For additional references, you can check out these links:

• Change the primary admin user in QuickBooks
• Request to be the primary admin or contact

Once done, your case will be reviewed by our team and you'll receive an update on its status. If you need further assistance with the process, you can also connect with our Support Team. They have the tools to up your account in a secure environment and transfer the admin role in no time.
 

To contact support:

1. Sign in to your QuickBooks Online company.
2. Go to the Help menu.
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with support.

If you have any other questions about managing user's roles and permissions in QuickBooks Online, please let me know by adding a comment below. I'm more than happy to help. Have a good one!

@R2021 

Company won't interfere in your dispute with your accountant. If your accountant declines to transfer back the Master Admin role to your end, you are screwed. You may have other options to claim your data back IF you are still able to login as Company Admin.

Who can transfer the master admin?

I can share the steps on how you can transfer the Master Admin role in QuickBooks Online. Please note that you must be the primary admin of the company file to change the primary admin role.

Follow these steps:

1. Tap Settings ⚙ then Manage users.
2. Find the user you want to make the primary admin.
3. Look in the Role column and make sure they are listed as Admin. If they’re not, select Edit to change their role to admin.
4. Click the small arrow ▼ in the Action section. Then, select Make primary admin.
5. Wait until you receive the verification code sent to the phone number or email on file for your account. Enter the code and select Continue.
6. Press Make primary admin again to confirm the change.
7. Once done, sign out of QuickBooks.

There are also instances that the current primary admin might no longer be with the company. In cases like this, you can request to be the primary admin. 

See this link to learn more about Master Admin transfer: Change the primary admin user in QuickBooks

Please post here again if there's anything else you need help with. I'll be more than happy to help you further with this. Have a good one!

Dear Jen_D and every other QBO user: please note that this master admin feature DOES NOT WORK as it should. I continually run into hassles trying to transfer it to my clients I set up. It requires your development team to sort it out.

your support teams can't help themselves rehearsing the same textbook answers, which just infuriates users because the option JUST ISN'T THERE. (For some it is security issues with past admin users who died or fell in a black hole - and that's a whole separate nightmare loop, but this that I am talking about is a broken program).

in brief: it's broken! Please fix it Intuit!!

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@Robman wrote:

JUST ISN'T THERE. (For some it is security issues with past admin users who died or fell in a black hole - and that's a whole separate nightmare loop, but this that I am talking about is a broken program).

@Robman 

We saw a case of this kind in the UK community last month. One Intuit person said that the user should leave their account suspended for 21 days. Once they log in after 21 days, the system will ask the user to claim the Primary Admin automatically. We asked if the policy applies to all QBO regions and there has been no response.

For now, we still only recommend opening a new blank QBO account.

https://quickbooks.grsm.io/US

https://quickbooks.grsm.io/us-promo

then utilize the trial version of the Copy tool to duplicate the data as long as the account has not been suspended.

https://rewindio.grsm.io/copy

Hi,

I am not able to find the Gear Icon on QuickBook Online at the right hand top corner.

I only see the ? & bell icons. There is a box besides the icons which indicates the name and company name.

Where can I find it?

Let me provide a screenshot where you can see the Gear icon on your QuickBooks Online (QBO) account, Ewai.

Please see the attached screenshot below for your visual guide.

Since you aren't seeing this option, clearing the browser's cache and cookies will help retrieve the missing button. There's a possibility that your QBO is outdated or there are corrupt cache files in your web browser. 

No worries, you can clear them in just a few easy steps. Follow the link to clear cache for your browser:

• Firefox
• Google Chrome
• Safari for Mac
• Microsoft Edge.

After clearing the cache, make sure to restart your browser for changes to take effect. Then, log back into your QBO account.

If you're still unable to see the Gear icon, you can use a private browser to isolate the issue. Or use other support browsers to check up on this.

If the same issue persist, I recommend contacting our QuickBooks Live Support Team. They can create a case to further investigate and find the missing button.

Just in case, I'll add this article for future reference: Troubleshooting browser problems.

Let me know if you have any other concerns aside from finding the missing Gear icon by leaving a comment below. I'm always around to help you. Have a great day ahead!

Often when buttons are missing for our PRSM clients I have discovered that the issue has been working on a narrow screen (less QBO is a little lacking in its adaptability to small screens and is super-greedy for screen real-estate. Even my 32inch screen on small resolution is too small often).
Collapse the menu on the left and you may suddenly see a whole lot more. Also look for the pop-our menu on the right and anything else that could be stealing space.

Remember too, that you will not be able to reach the settings gear from every screen. if you are in a transaction screen like invoicing then you won't see it - it will instead show you settings for that particular feature you are in.

✌🏼

I have cleared all caches and browsing history (all time) but to no avail. Private window cannot also work.

It is always the same as the screenshot below.

Thanks for following up, Ewai.

Changing the Master Admin can only be done through your QuickBooks Online account and that's where the Gear icon will appear as well.

Here are the steps to get this done:

1. Click the Gear icon.
2. Select Manage Users.
3. Click the drop-down arrow in the Action column and choose Make master admin.
4. Select Make master admin on the pop-up that appears.
5. An invitation email will then be sent to the user to accept the role. 

The following linked article provides additional info about changing the primary admin user in QuickBooks Online.

Please feel free to reach back out if you have any other questions. I'll be here to lend a hand!

Hi MorganB,

Yes, it's my QuickBooks Online account. But I am still not able to view the Gear icon. 

Is this the wrong account? This is the website which I used to log in: https://tsheets.intuit.com/page/login_oii

Good morning, @Ewai. 

Thanks for reaching back out to us. Allow me to get you to the right place. 

The link you provided was the TSheets/QuickBooks Time login page. The gear icon will only appear in your QuickBooks Online (QBO) account. However, I can give you the QBO sign in link to get you where you need to be: https://quickbooks.intuit.com/login/. 

From there, you can click the QBO link under QuickBooks Products. Here's a visual: 

If you have any more trouble, don't hesitate to ask. The Community is always here to have your back. Have a splendid day! 

Hi, 

I went to the website which you provided. What's strange is that they were unable to find any Quickbooks accounts linked to my email. What should I do? 

I only have Intuit Account but it is still unable to link me to the Quickbooks Online account.

The error is: