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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. 

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    Diane Byrd
    January 30, 2023

    We are setup on enterprise that is to be like desktop is my understanding.   I need to change the primary admin, can you walk me through this process? 

    Fiat Lux - ASIA
    Fiat Lux - ASIA
    January 31, 2023

    @Diane Byrd 

    Primary Admin for your company file or Primary Contact for CAMPS?

    K
    Kathy220
    February 8, 2023

    We have been trying to get the Primary Admin Email changed since 2009!!   We have contacted QuickBooks support more than 25 times over that span without success!  The primary Admin email address associated to our account stopped being used in 2005 and we do not have access to grant any permissions!  We are stuck and I have been to the page showing the "Primary Admin" email address but it is "greyed out" and I couldn't change it!  So close!  Yet So Far Away!  We pay for features in QuickBooks that we can not use because of this problem.  It is easier to land a man on the moon than change the Primary Admin Email Address associated with our account.  We are beyond frustrated and now trying to explore other software companies to take our business to.  

    JessT
    JessT
    February 8, 2023

    Hi Kathy,

     

    Thanks for joining the conversation. I know how it feels to have an unresolved issue even after repeatedly referring it to the support team. Let me help you out.

     

    We actually have a process to update an email address for users who no longer have access to their emails. Please refer to this article: Recover your Intuit Account if you can’t sign in. Then, go to I lost access to my phone or email address section and provide the necessary documents to support your identity. You should receive an update within one business day.

     

    Don't hesitate to return to this thread if you need more help regaining your access. We're just here to help.

    C
    cbcavnar
    February 9, 2023

    For those who have watched "Poker Face"...

    The process for changing the Master/Primary/Principal/Payroll Admins is insanely difficult to impossible.

    Intuit has put "protections and procedures" in place under the guise of safety that make this simple change near impossible. There may be one or two people at Intuit who know how to fix it, but they are protected by layers of lower-level support staff that do not know they exist. 

    Each time we have called/emailed/chatted to fix one of our many client accounts (50+), we get a new person who knows NOTHING about the problem or resolution. So after an hour of educating them, they send us to the same linked page with the forms to submit to change the Admin names. 

    Do you know that we, the owners of the accounts, are not allowed to know the names of the various admin positions in our own QBD files? If we can guess correctly, they might be confirmed. But there are always more hidden admin names that no one will tell you about.

    Do I sound frustrated? 

    Duh!

    K
    Karen2122
    February 14, 2023

    We're having the same problem.  Why is this so difficult?  I'm trying to turn over all pertinent companies to another CPA, but it keeps me on as Primary Admin, even after I delete myself and give the new CPA the Primary Admin status and she has accept more than once.

     

    QuickBooks, please fix this!!!!!

    M
    MirriamM
    February 14, 2023

    Hello there, @Karen2122. I can see the importance of changing the primary administrator of your account.

     

    I have verified that there is a recurring issue with modifying the primary admin as I have checked our tools. Right now, our engineering team is investigating this behavior. While they do, I suggest contacting our Customer Care Team so you'll be added to the list of affected users.

     

    To reach them, here's how:

     

    1. Open QuickBooks. 
    2. Go to the Help menu at the top.
    3. Select QuickBooks Desktop Help. 
    4. Type Contact Us in the search box. Then, click on Contact Us at the bottom. 
    5. Select the way you wish to connect with support.

     

    Visit this page for further details on how to get in touch with them: Contact QuickBooks Desktop support. To find out when agents are available, be sure to review their support hours.

     

    Here is our help page for managing accounts for future reference. It features subjects and articles that will help you along the way. Just pick a subject that pertains to your issue, like your QuickBooks account.

     

    If you need any assistance managing your QuickBooks Desktop account, I'm available here to help any time!

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    Boulder Mark
    March 8, 2023

    I hope what I write below may be of some help to other users that may be in the same situation.  We have one QB Pro Desk top installation that operates several companies.  Three of the companies I was the primary admin with the correct email address. Two of the companies I was secondary and the primary was an old email address that I did not have access to.  After a long call with tech support (competent, but crazy party going on in the background) I was able to switch the two companies over. Here is what I did:

    1. Open the company file on your desktop computer with an internet connection.

    2. Click on Company - My Company - then Manage Account

    3. If you are signed in - Sign Out.

    4. Click on Help - then Secure Password Reset

    5. Top right corner should now say Sign In.  I then signed in using the correct email (that had me as the secondary admin).

    6. Then using my web browser I would log into my Intuit account and the company that I was the secondary admin, I am now the primary admin.

    7. Close and reopen the company file and F2 - I am now the primary admin with correct email address.

     

    I hope this works for some of you. 

    D
    drescherk7
    July 30, 2024

    I am having the same issue...!!!!! I've spent numerous hours, sent all the required documents a month ago, had a case number, then today they said they don't show they received the documents!!!!!!!!!!!!!!!!  How can they sale me the payroll part of the program and then not let it work???????  The primary admin that was on the company file doesn't exist!!!!!!!!!!!!!!  They said today they have to have permission from them...and I said, I've sent you all the documents!!!!!!!!!!!!!!  I want to find another program ...I hate the new quickbooks..hate it......

    R
    RichUtil
    October 3, 2024

    You are correct! It is a nightmare.  I have spent countless hours on the phone with Intuit and emails since May since the most recent update.  Crazy!

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