I'm trying to change a custom user to an admin but it's not saving. What am I doing wrong?

I appreciate you watching a support video about transitioning a custom user to a primary admin, Nicole. Let’s dive into this together and figure out why it’s not saving so we can get things sorted for you.

To provide the most effective solution, may I ask if you encountered any specific errors preventing you from saving it? A screenshot or any additional information would be greatly appreciated.

In the meantime, please ensure that you're the primary admin of your QuickBooks Online account, as only the primary admin has the authority to make changes to admin roles.

Here's how:

1. Navigate to the Gear icon
2. Choose Manage Users.
3. Locate your name and email, then check if you have the primary admin role.

If you hold the primary admin role and the issue persists, let's perform browser troubleshooting by accessing your account in a private or incognito window. Problems like this can occur due to a buildup of cached data.

To save you time, please use either of these shortcut keys:

• Mozilla Firefox: CTRL + Shift + P
• Microsoft Edge: CTRL + Shift + N
• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N 

After completing the previous steps, add them as an admin again to see if you can save the changes. If everything works perfectly, clear your cache so the system can start fresh. If the problem remains, please use another supported browser.

If the issue continues, you can submit a primary admin request. For detailed instructions and further guidance, please refer to this helpful article: Request to be the primary admin or contact.

Additionally, you can check out this article to learn how to create roles, customize permissions, and delete users:

• Add and manage custom roles in QuickBooks Online Advanced and Intuit Enterprise Suite
• Add and manage users in QuickBooks Online and Intuit Enterprise Suite

Moreover, did you know you can schedule a free consultation with our QuickBooks Live Expert Assisted? They can provide personalized tips and guidance on navigating custom roles, adjusting admin settings, and effectively managing your QuickBooks Online account.

Keep me posted if you hit any snags or have more questions as you work through this, Nicole. We're here to help things run seamlessly and ensure you feel fully prepared to take the next step.