Navigating QuickBooks should feel straightforward, but we know that account management questions can sometimes bring your day to a halt. This month's roundup covers five of the most common questions from our Community, with clear answers so you can get back to running your business.

1. How can I change the master admin on our account?

The master admin (also called the primary admin) holds the highest level of access in QuickBooks Online and is the only user who can initiate an admin transfer. Keep in mind that the person you're moving the role to needs to already be a user in your QuickBooks company.

Here's how the Master Administrator when logged into QuickBooks Online can transfer right to an existing Company Administrator: 

1. Click the Gear icon.
2. Select Manage Users.
3. Click the drop-down arrow in the Action column and choose Make master admin.
4. Select Make master admin on the pop-up that appears.
5. An invitation email will then be sent to the user to accept the role. 

For additional information on this process, check out this article: Change the primary admin role.

2. My phone number has changed. How can I get the verification number?

If QuickBooks is sending a verification code to a phone number you no longer use, there are two paths forward depending on whether you can still sign in.

Option 1: Update your phone number through the Intuit Account Manager

If you can still access your account, here is how to update your number:

1. Sign in to QuickBooks Online
2. Select your Profile icon (next to the Gear icon), then choose Manage your Intuit Account
3. Under Sign in and Security, select the Phone section
4. Click Change next to your current number and enter the new one
5. Follow the on-screen prompts to verify your new number

Option 2: Submit an account recovery request

If you are locked out entirely and cannot receive the code:

1. Go to the Intuit Account recovery page and complete the Email Change Request form
2. Enter your new phone number in the Recovery Number field
3. Upload a photo of a valid government-issued ID (driver's license, passport, or state ID)
4. Select Submit and watch for a confirmation email from Intuit with next steps

Tip: Once you are back in, consider adding a backup verification method like an authenticator app, so a future phone number change does not lock you out again.

Learn more: My phone number has changed. How can I get the verification number?

3. How do I get the direct deposit authorization form in QuickBooks Online Payroll?

QuickBooks Online Payroll offers two ways to collect banking authorization from employees: digitally through Workforce or by printing a paper form. Here is how each option works.

Option 1: Have employees enter their own banking info through Workforce (recommended)

1. Go to All apps, then Payroll, then Employees
2. Select Add an employee, then enter their name and email address
3. When prompted, select Yes, allow employee to enter their tax and banking info in Workforce
4. QuickBooks automatically sends them an invitation via email
5. The employee logs in to QuickBooks Workforce and securely enters their banking details

Option 2: Collect a paper authorization form
If you prefer a paper form, QuickBooks has one built in called the Employee Bank Verification form.

1. Go to All apps, then Payroll, then Payroll Taxes
2. Select Filings, then Employee Setup
3. Next to Authorization for Direct Deposit, select Bank Verification
4. Select View to open the PDF, then download and print it

Once you have the completed and signed form, enter the employee's banking information manually:

• Go to Payroll, then Employees
• Select the employee's name, then in the Payment method section select Start or Edit
• Choose Direct deposit from the dropdown and enter their routing and account numbers

Note: Always attach a voided check (not a deposit slip) to the paper form. Keep both the signed authorization and the voided check on file for your records.

You can learn more here: How do I get the direct deposit authorization form in QuickBooks Online Payroll?

For the official step-by-step overview covering the full direct deposit setup process, see: Set up direct deposit for employees

4. How do I delete old accounts from the balance sheet?

QuickBooks Online does not allow you to permanently delete an account that has transaction history, but you can make it inactive. This removes it from view across your reports, including the balance sheet.

Step 1: Zero out the account balance

Before making an account inactive, bring its balance to zero. If you skip this step, QuickBooks will automatically create an adjustment entry and post it to the Opening Balance Equity account. This can affect the accuracy of your financial reports and tax filings, so it is best to handle it manually with a journal entry to move the balance to the correct account first.

Steps to make an account inactive:

1. Select the Gear icon (⚙), then choose Chart of Accounts
2. Locate the account you want to remove from view
3. Click the dropdown arrow in the Action column
4. Select Make inactive and confirm when prompted

Once inactive, the account will no longer appear on your chart of accounts, your transaction forms, or your balance sheet report.

Tip: To see inactive accounts at any time, go to your Chart of Accounts and toggle on Include inactive at the top of the list. This is also how you can reactivate an account if you ever need it again.

Learn more: Make an account inactive on your chart of accounts in QuickBooks Online

5. Account login to QuickBooks Online

Having trouble getting into your QuickBooks Online account? Here are the most common login scenarios and how to resolve each one.

Standard sign in:

1. Go to quickbooks.intuit.com and select Sign In
2. Enter the email address and password tied to your Intuit account
3. Complete any two-step verification prompted (via text, call, or authenticator app)
4. If you have access to more than one company file, select the one you want to open

Forgot your password?
From the sign-in screen, select Forgot password?, enter your email address or user ID, and follow the reset link or code sent to you. Once reset, log in and update any saved passwords in your browser or password manager.

Getting an error that no account was found?
Double-check that you're using the correct email address — it's common to have multiple Intuit accounts tied to different emails. Try any alternate addresses you may have used when setting up your account.

Locked out after too many failed attempts?
Wait 15 to 30 minutes before trying again. If you continue to have trouble, visit accounts.intuit.com or use the Recover your account option on the sign-in screen.

Browser-related issues?
Try signing in through a private or incognito window first. If that works, clear your browser's cache and cookies, then return to your regular browser. Switching to a different supported browser (Chrome, Firefox, Edge, or Safari) can also help.

Tip: If you manage multiple companies or log in on shared devices, make sure you're fully signed out between sessions to avoid account conflicts.

Learn more: Recover your Intuit Account if you can't sign in

We hope this month's answers save you some time and take the guesswork out of managing your account. If you run into something that is not covered here, our Community is always open. Search existing threads, browse by topic, or post a new question to connect with other QuickBooks users and our team of experts. We will see you next month with another round of answers.