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Desktop Payroll License being held hostage

Forum|Forum|1 year ago
December 30, 2024
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I have contacted support several times regarding my license, and every time they very quickly disconnect after "not verifying ownership." If we had full ownership, we wouldn't have contacted you!

My organization is a nonprofit and has had a lot of turnover. Our QB Desktop Pro license has Enhanced Payroll built into it. A few months ago I began to takeover handling the bookkeeping in-house. Previously we were paying an accounting firm, and prior to that we had gone through several (unreliable) bookkeepers in-house.

When I try to access the payroll center it lists a variety of names that are censored, and when I click it then asks for login information. Obviously we are not going to have ANY of that. It is OUR license that THIS organization paid for IN FULL. So I contacted QB Support and they were absolutely no help, eventually they told me to try reaching out to our accounting firm because it may have been delegated to them. So I did.

Our accounting firm told us that they were unable to access our payroll license tied to our QB Desktop Pro License. GO FIGURE.

So I contact support again, this time simply asking for a full reset of our payroll license. I do not care for the data in the system! Unsurprisingly, I get told I was "unable to verify the payroll account please check your information and contact us back." Are you kidding me??

We are a charitable nonprofit that helps people in difficult situations pay their utility bills, we are already strapped for cash as is. That is why I am even involved here in the first place. Regardless of our personal issues with turnover, our license is billed on our company email and to our billing address. The deceptive and malpractice on Intuit's part by holding our paid-in-full licenses hostage, with zero attempt to verify license ownership in other obvious methods, is astounding.

Our Payroll License is tied directly to our QB Desktop Pro License. But for some goofy reason, despite being able to verify ownership of the QB Desktop Pro license, there's a problem with the verifying the Payroll license? This is nonsense and it screams obstinance and poor customer service.

QuickBooks Desktop Payroll

Best answer by ShangY

Thank you for contacting us, @pacc1. I truly appreciate you sharing the details of your concern along with the screenshot, as it gives me a clearer picture of your situation. I understand that not having access to your payroll license has been challenging for you. Rest assured, I'll explain why you’re currently unable to use it and outline the steps you can take to regain access.

For security reasons, we need to verify the account before we can disclose any information. From what you've described, it seems you haven't been added as the primary admin, which is why you can't access the account. QuickBooks prioritizes security, so we only provide personal information to primary admins who have passed the verification.

The former admin needs to add you as the primary admin and remove themselves. This process applies to all business types, including non-profits. For more details, check out this article: Change the primary admin user in QuickBooks Online.

To move forward, please reach out to the primary admin (the person who set up your account) and ask them to contact our live support. If you can't reach them, consider asking other members of your organization if they recognize anyone listed in the screenshot you provided.

As a last resort, if you can't get in touch with the primary admin, you can file a request to become the primary admin yourself.

Here's how you can proceed:

For non-profit organizations, please log in using this link: Request Primary Administrator Update.

Complete the form.
Provide the necessary documents.

To find out what documents are required, check out this resource: Request to be the primary admin. Once there, navigate to the Non-profitsection and click thedrop-downmenu.

After submitting your request, you will receive an email notification regarding the update of your status.

Once you successfully gain access to your payroll, you'll be able to conveniently view all of your previously filed tax forms and payments if you need them in the future. This includes detailed records of your tax submissions and any associated payment information, ensuring you have all the necessary documentation readily available.

Before we end this conversation, I want you to know you're always welcome to share any additional questions or concerns in the Community. We're here to help and are happy to assist you. Our goal is to ensure your experience using QuickBooks is seamless, so you can complete your tasks with ease. Please don't hesitate to reach out. Have a good one.

S

ShangYAnswer