Please help to claim the money from QuickBooks

I'd be happy to assist you in getting the refund from a client's payment on an inactive bank account, @Helga33.

In QuickBooks Online (QBO), acquiring control of the account can be quite challenging if there is a support issue with money movement. In such cases, the firm user must transfer the role to a new Primary Admin (non-firm user). Since the primary admin or contact was unable to transfer the role to you, I recommend that you contact our account protection team and submit a request to be the primary admin or contact.

You can find all the information you need to guide you on how to prepare and submit the request in this article: Change the primary admin user in QuickBooks Online.

To ensure the security of your account and data, we require documentation to verify supporting papers for your request to confirm your ownership or access privileges. Please note that the actual time frame to complete this process may vary. However, once the process is completed, you'll receive an email from our support team with the status of your request.

Moreover, you can visit these articles to get additional insights and learn more about managing your QuickBooks Online account along with video instructions: 

• How to add and manage users in QuickBooks Online
• User roles and access rights in QuickBooks Online

If you have any questions about other account management processes in QuickBooks Online, feel free to ask me. I would be happy to assist you at any time. Have a fantastic day!

I don't quite understand why we need to change primary admin?  the current primary admin has full access and there is no need to transfer this role to anyone else. no any other problems, except one - current primary admin can't change the name, e-mail and cell number of principal officer in closed account. We also have access to e-mail of former principal officer, maybe there is a way to verify this change using this e-mail? 

Hello! I don't quite understand why we need to change primary admin?  the current primary admin has full access and there is no need to transfer this role to anyone else. no any other problems, except one - current primary admin can't change the name, e-mail and cell number of principal officer in closed account. We also have access to e-mail of former principal officer, maybe there is a way to verify this change using this e-mail? 

Thank you for following up, Helga33.

I can see how important it is for you to resolve this issue and claim what should be in your bank account. Allow me to clarify the situation and provide additional guidance.

While it is true that the current primary administrator has full access, there may be no need to delegate this role to someone else. If the Merchant Services principal officer has left the company, claiming the funds will require specific requirements. 

Given that you still have access to the primary principal's email, I recommend contacting our Payments Team for specific instructions on retrieving the money. You can use this link as a reference to reach our Merchant Services team: Contact Payments Support.

For other topics and relevant articles about Merchant services, you can visit this link: Merchant Services.

Let me know if you still have other concerns or follow-up questions about processing payments in QuickBooks. I'll be here to help.