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Level 1

User disappeared from User List (QuickBooks Premier 2019)

We're using Quickbooks Premier 2019.  Logged on as Admin, accessed the User List, and one of the users disappeared from the list (Admin and the other 3 users show up normally).  When we tried to add a user with the same name, we got a message saying (There is already a user with this same name).  So it doesn't show up on the User List, and it won't let us create a new user with the same name.  

The person that used that user name left the company, and had full access.  The new person will have less access, and we need to restrict that user to certain functions, but since the user does not appear on the User List, we can make any changes.  We don't know if the person that left gave the new person that user name and password before leaving.  We don't know what that password is, so we can't try to log on using it.


Any suggestions or ideas would be greatly appreciated.

1 Comment
QuickBooks Team

User disappeared from User List (QuickBooks Premier 2019)

Thanks for reaching out to us tpday, @CMariaca.


I have some information about managing QuickBooks users. QuickBooks users are also synced with your Windows settings. You can enable hidden Admin in Windows and see if you can delete the user in question.


Here's how:

  1. Open the command prompt in Administrator mode.
        * Right-click the Windows Start button and select Command Prompt (Admin).
        * If you get a User Account Control window that asks for permission, tick Yes.
  2. On the command prompt, type net user administrator /active:yes.
  3. Wait for the confirmation that the command was successful then log out.
  4. The login screen will now show the Administrator account.

After checking the administrator's account, go back to QuickBooks and then delete the user.


If you're getting the same result, please contact our Technical Support team so we can investigate further. Here's how to reach out:


  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Tick Contact Us.
  4. Enter your concern, then snap Continue.
  5. Choose Start messaging to connect with a support expert.

In case you need help with other account management tasks, click this link to go to our general topic. There you can learn some tips and best practices in managing your QBDT.


I'll be around if you have other questions or concern. Don'r hesitate to reply anytime. Have a great day ahead.

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