Skip to main content
H
Helga33
May 8, 2024
Question

Please help to claim the money from QuickBooks

  • May 8, 2024
  • 1 reply
  • 0 views

One of our clients by mistake have made payment via QuickBooks link to our bank account that has been closed few years ago. Since we realised that the QuickBooks holds the money, we asked them to release it or to return the money back to the customer. But the QuickBooks tells only the principal officer who is listed in account can confirm this action. But the account is closed and the principal officer has changed, so we don't have access neather his e-mail, nor cell number and the main thing now... that we also can't change this information in our account in QuickBooks. So, it's like a brutal Catch-22....
Please help to resolve this rediculous situation.

1 reply

I
I used to have an invoices sho
May 8, 2024

I'd be happy to assist you in getting the refund from a client's payment on an inactive bank account, @Helga33.

 

In QuickBooks Online (QBO), acquiring control of the account can be quite challenging if there is a support issue with money movement. In such cases, the firm user must transfer the role to a new Primary Admin (non-firm user). Since the primary admin or contact was unable to transfer the role to you, I recommend that you contact our account protection team and submit a request to be the primary admin or contact.

 

You can find all the information you need to guide you on how to prepare and submit the request in this article: Change the primary admin user in QuickBooks Online.

 

To ensure the security of your account and data, we require documentation to verify supporting papers for your request to confirm your ownership or access privileges. Please note that the actual time frame to complete this process may vary. However, once the process is completed, you'll receive an email from our support team with the status of your request.

 

Moreover, you can visit these articles to get additional insights and learn more about managing your QuickBooks Online account along with video instructions: 

 

 

If you have any questions about other account management processes in QuickBooks Online, feel free to ask me. I would be happy to assist you at any time. Have a fantastic day!

H
Helga33Author
May 9, 2024

I don't quite understand why we need to change primary admin?  the current primary admin has full access and there is no need to transfer this role to anyone else. no any other problems, except one - current primary admin can't change the name, e-mail and cell number of principal officer in closed account. We also have access to e-mail of former principal officer, maybe there is a way to verify this change using this e-mail? 

Terms & ConditionsAccessibility statement