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marcycpa
February 21, 2025
Question

Quickbooks Merchant Account

  • February 21, 2025
  • 1 reply
  • 0 views

The principal officer name in our merchant account with QuickBooks has been wrong now for over 6 years.  It is in my previous married last name.  I have tried every way I know possible to get this changed.  First of all it won't let you do it yourself and I have sent in some rinky dink form they sent me about 5 times.  My last name in ALL the other aspect of QuickBooks is correct (QBO online, my proadvisor information, my intuit account).  So I am still super confused why my name hasn't been update for their merchant services.  Anyone had this issue or have any other advise then sitting on a chat or a phone call for an hour to be told to send in another form?

1 reply

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Carneil_C
February 21, 2025

This isn't the experience we want our users to go through while using Merchant Services, @marcycpa. Let me point you in the right direction to help you and get you going with this process.

 

The process of requesting an update of account information should be up to two weeks instead of the quoted 1-2 business days. In your case, it exceeds the Service Level Agreement (SLA) of two weeks. I recommend reaching out to our dedicated Payments Support Team again. They can provide further information on why the changes haven't been reflected in your account until now. Also, they have the tools to guide you through the process and provide specific instructions and requirements for making the desired changes.

Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Click  (?) Help.
  3. Select Contact Us to connect with an expert.

 

If you have an ongoing issue or case with an expert, you can check the status in the Resolution Center and select Product support.

 

For future reference, here are some handy articles that you may find helpful in changing your addresses, bank account, and other business info for QuickBooks Payments to keep your account up to date:

 

 

You can visit us again if you need further assistance with any QuickBooks Payments-related concerns specifically with the accounts and business information. We're always here to help.

M
marcycpaAuthor
February 22, 2025

I genuinely appreciate your willingness to help and the quick response. However, as a QuickBooks staff member, I believe it’s important to verify responses for accuracy. When navigating to Account Holder/Business Information and selecting Edit, it does not allow the Principal Owner’s last name to be changed.

In fact, I just spoke with QuickBooks Payments Support via chat, and even they were unable to assist. Instead, they provided me with a case number and stated that someone from the escalation team would reach out. The issue is, I have already gone through this process for the past six years—submitting the required form multiple times—yet the last name has never been updated.

To clarify, I am not requesting a change in ownership; I am simply updating my last name, which legally changed six years ago. Everywhere else within QuickBooks and Intuit, my name has been correctly updated—this is the only place where it remains incorrect.

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