Question

Updating the master admin

Forum|Forum|5 years ago
July 7, 2020
1 reply
0 views

Hi there, hoping someone can help me because nobody at quickbooks seems to be able to help, nor call us back after being promised they would!

My company has changed accountants. The old accountants used to pay for our QB subscription on a monthly basis. When they transferred the master account, they didn't do it properly, meaning that the we (my company) are not the master admins either. I have tried to make me the 'master admin' but of all the 3 users on the account, there are no master admins, just regular admins.

Best,

Zain

QuickBooks Online

E

EmmaM

Hello Zain1234👋, The only user who can change who the master admin is is the master admin themselves. Are you able to contact the accountant to ask them to transfer the master admin access? If they're willing to do so then it is quickly done they just sign in and go to your company in their accountant portal and transfer access. If you aren't in contact with them we can start a master admin claim as from what you have said you're paying the billing now. In the claim, we would try and contact your old accountants and if we could not, our master admin claim team would process the transfer of user as long as you can provide proof of business to them. Let us know if you want to go through the latter process and we'll send you an email requesting some further information on the new master admin. Thanks.

Z

Zain1234Author

Hi Emma,

Thank you for the prompt reply. We have attempted both of your suggestions....

On July 1st, Quickbooks have sent us an email saying that a request has been created to change the Master admin (request number is #[removed]).

We were then told it we should expect another email within 24-48 business hours with instructions as to what documents are needed, which should have been received on Friday last week, or at the very latest yesterday but nothing since then.

FYI: we have not been able to pay for the current billing period because of the master admin issue, but otherwise we are a regular paying customer of yours.

Kind regards,

Zain