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BCC3595
May 6, 2022
Question

Change of Primary Admin NIGHTMARE

  • May 6, 2022
  • 16 replies
  • 0 views

I have been trying to get our Primary User changed since FEBRUARY 23rd, 2022. I have called more than 10 times, spent countless hours on the phone, sent numerous emails, and NOTHING. I have gotten no where. I have had 3 ladies attempt to help me but each one has failed to get anything accomplished. The men I have spoken to took a glance at our account and told me to " just give it more time". No one on our business account works at our company! If something was to happen to our company, we would have no way to fix it because Intuit cant seem to do their job. This is HORRIBLE customer service. If you tell a customer that a job will take 5-7 business days, and then it has been 72 days (and STILL not done), you would be fired in a normal business! Our company is fed up with the lack of professionalism that Intuit has given us. 

    16 replies

    Fiat Lux - ASIA
    Fiat Lux - ASIA
    May 6, 2022

    Have you followed the following procedure

    https:// quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-primary-admin-contact/L2P0XAUIT_US_en_US?uid=l2umz3cu

     

    If you are still using QBD 2021, you can still purchase a one-time license for QBD 2021 as an option.

    B
    BCC3595Author
    May 6, 2022

    Yes. I submitted the paperwork 3 different times! When I called 7 days after submitting it for the first time, they claimed my files weren't there, so they had me upload them through a file share. They told me to wait another 5-7 days. I waited over 2 weeks and it still had no update, so I was asked AGAIN to upload the files in a new file share. I did that on 4/11/22. I STILL do not have a response and it STILL has not been corrected.

    I shouldn't have to spend MORE money to correct something on our account because they can't properly do their job! I would rather take our business somewhere else than to continue to support a business who can't support their customers.

      Fiat Lux - ASIA
      Fiat Lux - ASIA
      May 7, 2022
      @BCC3595 wrote:

      I would rather take our business somewhere else than to continue to support a business who can't support their customers.

       

      If you are using QBD Pro/Premier, your options are very limited switching to another desktop program. You should explore cloud based programs and purchase a 3rd party conversion service if required.

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        Paramount Simone
        July 13, 2022

        I am having the same problem!

        The past bookkeeper walked out and left no passwords etc.

        She is the admin for intuit and now I cant change user roles etc because she is the owner!

        I get nowhere with intuit. I'm not going through the bull of articles of incorporation, uploading drivers

        license, etc. They should go off the QB license number and remove the old primary and add the new.

         

         

         

          S
          sstanbridge
          August 25, 2022

          I too have been jerked around by Intuit while trying to change the primary contact info. I am the owner of the company and have uploaded articles of incorporation, driver's license images for both owners and a letter on our letterhead explaining that the primary contact who is listed on our account left the company 5 years ago. I have uploaded document multiple times, spoken with customer "support" (ha!) and given a different link to upload. Each time all the documents appear to be uploaded and then days later, I get an email from [email address removed] (a dead end email box) saying that nothing was uploaded and my request is denied. I just tried calling support again, waited on hold to talk to a human for 24 minutes and then the call was dropped. 

          I am seriously wondering if I should ever trust them with my tax returns or anything else in the future. 

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            sstanbridge
            August 25, 2022

            I should have been clearer in my last message- I am trying to change the name of the person listed as OWNER of the software. I am in fact the primary admin already. But our license says that it is owned by someone who is no longer with the company. I am the person who has purchased and paid for the software but it our license # says it is owned by someone else. Unbelievable that there seems to be no way to change this. 

            Fiat Lux - ASIA
            Fiat Lux - ASIA
            August 26, 2022
            @sstanbridge 

            Can you login to your CAMPS as the Primary Contact and find your license information there?

            J
            JErickson
            September 12, 2022

            I'm having a very similar experience. It is a nightmare! 

            In January, our new CFO (the finance director had left the company) moved us from desktop to QB Online. Intuit staff helped with the transition (obviously) and we thought we were done. 

            Then my credit card was charged $3,700 in July for the desktop product that we stopped using in January. I have been on 9 calls and have submitted a request to become primary admin for the desktop service FOUR times. Each time it is approved, but Intuit changes the Online account, not the desktop. And when I try to speak to a supervisor in customer service, they won't let me because I'm not the primary admin. THAT'S WHY I NEED TO SPEAK TO A SUPERVISOR! I'm giving it one more day to see if I get a response, then I'm going to file a complaint with the Better Business Bureau. This is ridiculous. And a nightmare.

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            GebelAlainaM
            September 14, 2022

            Thank you for bringing this to our attention, @JErickson. I'm here to to provide you an update about this issue.

            We'd want to let you know that we'll have someone take a look at this case for review, and someone will contact you if they require any additional information. If you haven't heard from them in a timely manner, please feel free to respond. 

            If there's anything else I can help you with, let me know and I'll help you take care of it. Take care!

            S
            SMJones1
            September 14, 2022

            Request to be the primary admin or contact 

            https://quickbooks.intuit.com/learn-support/en-us/help-article/primary-administrator/request-primary-admin-contact/L2P0XAUIT_US_en_US?uid=l8206z9f

             

            There are certain steps in place that have to be handled in order to keep all of our client information protected and data security is very important 

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            Boze12
            October 7, 2022

            Similar experience - been working on it since my partner retired 5 years ago.  Have been on the phone and told it was handled too many times to count.  Have submitted all the requested paperwork 2 previous times and, even though I provided legal documentation I am majority owner and managing partner, request has been denied twice - so now I have to gather and send it in a 3rd time. 

            Like the QB software but HATE dealing with the Intuit admin - such a ridiculous waste of time!!!

              M
              Mark_R
              October 9, 2022

              I appreciate you sharing your QuickBooks experience with us, and this isn't the kind of impression we want you to have, @Boze12.

               

              If you still run into issues with your admin change, we are here to assist you in finding a resolution.

               

              I'd also encourage you to submit feedback to our executive team so that they are aware of what you've experienced so far. They are incredibly receptive and may reach out to hear more about your case. You can use this link to send feedback: https://www.intuit.com/company/contact/office-of-the-president/.

               

              Thank you for trusting QuickBooks!

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              cbcavnar
              January 11, 2023

              B S

               

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              vas4
              October 11, 2022

              We are having the same issue. Sent the paperwork in on 08/10/2022. I am still not listed as the primary contact. Spent 2 hours on "chat: Was told that I needed to resubmit my documentation.  trying to upload the new/old documentation and it is not working. Tried to call the QB number that I was given. No you must hang-up and go to on-line help. Why can't I speak to a real live person? I do not have 2 more hours to waste today and this nonsense. Really frustrated at this point!!!

              K
              Kurt_M
              October 12, 2022

              Hello there, @vas4.

               

              I recognize the importance of having this resolved as soon as possible. Know that this isn't the kind of experience we'd want you to have here in QuickBooks. At the moment, someone from our end will handle your case and reach out to you to know if you have any additional questions.

               

              @vas4, let me know how it goes. You can also post in the Community space anytime if you need help performing specific tasks in QuickBooks. It'll always be a pleasure to serve you again. Take care, and have a nice day.

              V
              vas4
              October 12, 2022

              I had someone call me from QuickBooks. I was thinking that she was going to be able to get this fixed. Nope had to resubmit paperwork again. She had no idea what happened to the original documentation, so more time was wasted again today for what should have been a simple process. Really not happy

              K
              Kristi Kracke
              November 22, 2022

              It is a nightmare to change the administration person.  I have work for this company for 5 Years and still haven't got my changed.  Each year I think I have and the next year same old crap I'm with you the people don't even work here anymore.  Can't even update the credit card on file without a big headache.  I have sent in paperwork to get it changed and still nothing.  Would love to quit Quickbooks because of this.

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              piatribal
              January 5, 2023

              I have been trying to upload necessary documents to the Camps portal for several days, and the portal will not allow any uploads. The upload area is in a continuous loading pattern. I have tried from multiple browsers and multiple devices. Without this upload I am unable to move forward with updating the necessary documents to allow for a change of Primary Admin to our Payroll Account due to an old admin stuck in the system from 2004. THIS WILL BE THE 5TH TIME I'VE UPLOADED THESE DOCUMENTS. I have spent NO LESS than THIRTY HOURS on the phone with Quickbooks during 2022 to resolve this issue. We are now at a point where we cannot process direct deposit, and we cannot not update our payroll service to calculate any payroll. HELP!!!!!! Quickbooks, you are failing at your job!!!!!

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              cbcavnar
              January 5, 2023

              The vault upload only seems to work when you have the QB rep on the phone, get a new access key, and login in while they are on the phone. Then you can hang up and continue to upload docs.

              Whatever security protocols they are using, the access key and password sent by email never works.

               

              C
              cbcavnar
              January 5, 2023

              There is a solution.

               

              Intuit will not willingly change the various primary admins in the accounts. Don't know why, but they won't without a tremendous struggle.

               

              The simple solution is to start a new QuickBooks company. From scratch. Re-enter (or use Transaction Pro) or copy the employees, vendors, customers, etc., into the new QB file. Start the payroll as a new company. Might work, haven't taken this extreme step yet.

               

              Another solution is to move the QB company to QB Online. More expensive, fewer features, harder to work with, but all these problems will go away. 

               

              After 2 1/2 years since our CPA practice was purchased, we are still having these same issues. 

               

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