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mmn0929
May 17, 2021
Question

The Primary Admin is wrong. How do I change the Primary Admin?

  • May 17, 2021
  • 2 replies
  • 0 views
When we converted to QuickBooks Online Payroll Core, they listed the old owner as the Primary Admin, which is wrong.

2 replies

katherinejoyceO
katherinejoyceO
May 17, 2021

Thanks for posting your concern in the Community, @mmn0929. I want to help ensure the correct primary admin is set to your QuickBooks account.

 

As an insight, QuickBooks Online has one primary admin that can access every part of QBO. The primary admin is the one who initially set up the account.

 

You can transfer the role to remove and change the primary admin if you have primary admin access. 

 

Here's how:

  1. Sign in to QuickBooks Online as the current primary admin. 
  2. Go to the Settings menu, then select Manage users.
  3. Find the user you want to make the primary admin.
  4. In the Role column, make sure they are listed as Admin. If they’re not, select Edit to change their role to admin.
  5. Select the small arrow in the Action section. Then, select Make master admin.
  6. For security, we send a verification code to the phone number or email on file for your account. When you receive the verification code, enter it and select Continue.
  7. Select Make master admin again to confirm the change.

 

Once done, sign out of QuickBooks for the changes to take effect.

 

Now, when the user gets the invitation email, inform them to select the link and accept the invitation to be the primary admin.

 

See this article as your reference for this process: Learn how to transfer the primary admin user in your account.

 

However, if the current primary admin is no longer with the company, you can request to be the primary admin by sending a request to our account protection team.  

 

Check out this link for complete information to guide you on how to prepare and submit the request: Learn how to become the primary admin or primary contact for a QuickBooks account.

 

Visit and update me here if there's anything I can help you. It's always my pleasure to assist. Have a great day ahead.

I
Iain baxter
February 23, 2022

There is no little arrow next to the actins icon ?..where to now?

    RenjolynC
    RenjolynC
    February 23, 2022

    Thanks for joining in on this thread, Iain baxter.

     

    Let me share some additional info of what causes an option to be missing.

     

    If you're not logged in as an admin, you will not see the drop-down arrow next to the Edit link under the Action column. Instead, you will only see the View user activity link. Here's a sample screenshot of what it looks like:

     

     

    What you can do to get the option available is to have your Primary Admin change the access rights. However, if you're signed in as one of the admin in QuickBooks, and there's no arrow next to the Edit link, we can do some troubleshooting steps. 

     

    Let's open your account in a private browser or incognito to rule out any browser-related issues. Doing the private mode doesn't store your browsing history.

     

    Here are the keyboard shortcuts:

     

    • Google Chrome: Ctrl + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Safari: Command + Option + P

    Once done, go to the Gear > Manage users and check to see if have the drop-down arrow. If the option is available, go back to your regular browser and clear its cache. Please make sure to close and re-open your browser afterwards. Alternatively, try using a different supported browser.  

     

    For reference in transferring the master admin role and help manage your users access, please check out these articles:

     

    If you need anything else, please reply on this thread again and we'll be around to help you out. Have a good day ahead. 

    katherinejoyceO
    katherinejoyceO
    May 18, 2021

    Hi mmn0929,

    Hope you’re doing great. I wanted to see how everything is going about changing the primary admin concern you had yesterday. Was it resolved?

    Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at any time.

    Looking forward to your reply. Have a pleasant day ahead!

     

    M
    mmn0929Author
    May 18, 2021

    Well, let's see. Yesterday, I was transferred three times and today, my Chat person ended our chat without helping me at all.  This is a data conversion problem.  When QuickBooks switched us from Intuit to QuickBooks Online Payroll Core, you guys reinstated the previous owner as the Primary Admin.  We have no way of getting in touch with him, nor should we have to.  The Current Owner has been the Primary Admin for the past five and a half years and I need Quick Books to put him back on. 

    JoesemM
    JoesemM
    May 18, 2021

    This is not the impression we want you to experience when contacting our support, @mmn0929.

     

    I appreciate the time and effort in reaching out to our support agent. I'll take note of your experience with our customer support so we can submit proper feedback. We'd like to have this opportunity to help you in a more timely and efficient manner in the future.

     

    In addition to what has been shared by my colleague, you can contact our Customer Support Team and request a Master Admin Claim to easily transfer the role. I know you already contacted them, however, they have the tools that can help process the claim in a secure environment.

     

    Here's how:

     

    1. Click the Help menu in the upper-right hand corner.
    2. Type in "Talk to a human", then press Enter.
    3. Look for I still need a human and click on it.
    4. Click Get help from a human or Contact Support Team.
    5. Select between Send a message, Schedule an appointment, or Get a callback.

     

    You can connect with them at your most convenient time by visiting our Support hours and types page.

     

     Also, please refer to this article to see the different user types and levels of access in QuickBooks Online: User types in QuickBooks Online.

     

    Please let me know if there's anything else I can do for you about the master admin claim in QuickBooks. I've got your back and am always willing to help. Take care always.

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