Change Primary Admin doesn't do anything

We need to change our Primary Admin but this function in QuickBooks doesn't seem to be working.

The current Primary Admin logs into his account, goes to "Manage Users", clicks the 3 dots next to another team member and chooses "Change Primary Admin". A notification appears at the top of the screen saying "Primary Admin was changed". But it hasn't changed - the original user is still shown as Primary Admin and nothing has changed. He's tried this several times on different days but still no change. Any ideas?