Where is the company information stored that appears under "About you" when setting up payments?

Hi David, when you check the page, do you see a pencil icon next to the name, mobile number, or personal address? If you do, click on the pencil icon to edit the information. Here's the visual reference:


 

If the pencil icon is not visible, clear your browser's cache to ensure that you're accessing the latest version of QuickBooks Online. After clearing the cache, log back in and navigate to the Activate Payments page again.
 

Also, try switching to a different browser, such as Firefox or Edge, especially if you are currently using Chrome. Accessing the page through another browser can resolve visibility or functionality issues.
 

Let us know if you have any questions or concerns.
 

Hi Gian,

thanks for your reply.  I was using Chrome so I switched to Firefox where I've never accessed Quickbooks before — so cacheing would not apply.  I navigated to https://qbo.intuit.com/app/paymentsactivation?p_prioritycode=preferences to activate payments.  I do not see the same "About you" that you show.  Instead, it looks like the attached screenshots. (This forum only allows one image upload(!), so I combined them into a single image.)

If I click on the pencil, then the right screenshot is displayed.  If I click on Update Information, then the bottom screenshot is displayed.  Neither allows me to edit the name and number of the supposed owner, which should be me, but is our former bookkeeper who was terminated.

Thank you for providing detailed information, David. If you're logged in as the Primary Admin, you have the ability to update the Principal Officer's details.

However, if the phone number associated with the current Principal Officer is no longer active, or if the previous Principal Officer has left the company and cannot contact Intuit to authorize the change (as they would need to receive a one-time password), then the Owner's legal name cannot be updated to yours.

In this case, you'll need to appoint yourself as the new Principal Officer. To do this, you'll need to create a new QuickBooks Payments account.

For more information, please refer to this article: Change your primary principal, payroll admin, or other payroll contact.

After setting up the new account, you can update your business details within QuickBooks Online.

Once the verification process is complete, you'll be able to process payments in QuickBooks Online using QuickBooks Payments.

Also, if you'd like to enhance your QuickBooks experience, I recommend you get in touch with our QuickBooks Live Expert Assisted team. They are ready to assist you in managing transactions and maintaining the accuracy of your account data. Let us help you achieve your financial goals!

If you have additional questions or concerns, don't hesitate to reach out. We're here to assist you! 

Thanks again for the reply on changing the principal officer, however it's unclear how to proceed.

According to the documentation that you referenced, the Principal Officer is changed by the Primary Admin (me) for both payroll and payments.  My business doesn't use Quickbooks payroll.  The documentation says, "Note: We'll only apply the change to your payroll account. If you need a new principal for your QuickBooks Payments account, you may need a new Quickbooks Payments account."

Following that link, it describes how to "Switch your bank deposit account", but not how to create a new account.  If I follow the instructions to switch, I'm directed to the same Settings →  Account & Settings →  Payments page where I was before, but there is no Deposits section to change because it hasn't been set up.  The only option on that page is "Activate Payments", which brings me back to the initial problem of this thread.  I can't activate payments and I can't switch to a new Quickbooks Payments account.

In your reply and in the documentation it says that the Primary Admin (me) can change the Principal Officer details by entering a code that is sent to the former Principal Officer's phone number on file.  But that seems to only be related to Payroll, correct?  I don't see any option to change the Principal Officer and enter an authorization code.  It's conceivable that I could contact our former bookkeeper and request that she provide a code, but I don't see how to trigger that process.

Please advise.

Yes, you are correct the documentation that the previous agent gave is related to the QuickBooks Online (QBO) Payroll account, David. Let me dive in to fully resolve your concern.

To start with, one of your primary goals is to change your "About you" details because your former Principal Officer details are on it, and it has been terminated. To activate your payments, we need to update your business info and contact info first with your details to proceed with activating your payments account.

Here's how to update your business info:

1. Sign in to your QuickBooks Merchant account.
2. Click Account and select Account Profile.
3. Go to the Account Holder/Business Information and click Edit.
4. Change your business info as you need to.
5. Once done, select Submit.

Please know that here's the business info you can update inside your account:

• Legal Business Name
• Doing Business As (DBA) - the name your customers see on their receipts. This must match the name on your deposit bank account.
• Industry type
• Ownership type
• Tax ID
• Website address

To change your contact info, here's how:

1. Click the Account and click Account Profile.
2. Select Contact Information and Edit.
3. Change your contact info.
4. Once done, click Save.

Here’s the information you can use to update your contact details:

• Physical and mailing address (The physical address can't be a PO Box)
• Phone number
• Merchant's service number (for your merchant to view)
• Contact email

After updating your business info and contact info, you can now activate your QuickBooks Payments account.

However, if you can't still activate your QuickBooks payments after updating your information, I recommend contacting our QuickBooks Live support team for a detailed review of your account regarding this matter. They have advanced tools to assist you in a secure session.

Here's how to connect with them:

1. Go to Help (?) and select Contact Us. 
2. Enter Talk to a Human, then choose Continue.
3. Select which way you want to connect with us.
   • Have us call you - Get a call from a support expert.
   • Chat with us - Start a conversation with a support expert.

You can refer to this page to know the availability hours of our live experts at your convenience: Support Hours.

Please let me know in this thread if you need any further clarification on this matter. 

Thanks NerbynMael,

When I link to Quickbooks Merchant account I get "Oops... We didn't find a QuickBooks Payments Account with that User ID."

I will contact live support.