We have a backup copy of our new client's quickbooks file from their previous pro advisor. It looks like the previous pro advisor shut the payroll down. It appears to be under our subscription. However it is still linked to their intuit account.

You must ask the previous bookkeeper to replace their Primary Admin access to the file with your Intuit ID. Otherwise, you have to purchase a 3rd party service to reset it.

Hi there, Terri1158. 

To properly handle your Intuit account subscription concern, I suggest reaching out to our customer support team. Here's how:

1. Open QuickBooks Desktop (QBDT).
2. Go to Help, then click QuickBooks Desktop Help/Contact Us.
3. Select Contact Us.
4. Give a short description of your issue, then select Continue.
5. Sign in to your Intuit account, select Continue, and then Continue with my account. (If you don't already have an account, Create a new account).
6. There will be a code sent via email. Enter the code and select Continue. (If you have more than one account, select the account you want to use and then Continue).
7. Select to chat with us or Have us call you.

I'll also add an article where you can view your account info and make certain changes: Manage your QuickBooks Desktop subscriptions and services.

Keep me posted if you have additional concerns about your Intuit account subscription. I'll circle back to help you. Take care!