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D
dorretti
May 14, 2024
Solved

Primary Admin won't transfer despite getting a successful report on screen.

  • May 14, 2024
  • 2 replies
  • 10 views
I am a pro advisor using the accountant version of QBO.  I have the primary admin for a client's subscription.  I have tried to change the primary admin to the client using Manage Users, and select change primary admin.  I am led through to a verification screen - completed that and get a banner notice on the page saying - "The primary admin was changed".   For 4 days now, it hasn't actually changed and my client is most extremely upset.  I have clips of all these pages.  This happens in an incognito page as well.  Please help.
Best answer by CamelleT

I truly appreciate your diligence in performing troubleshooting steps, dorretti. 

 

Since you're still unable to transfer the primary admin role to your client despite receiving a success message, I recommend contacting our Quickbooks Online Accountant (QBOA) Support Team. They possess the necessary tools to securely access your account, conduct an investigation, and assist you in transferring the primary admin function to your client promptly. 

 

Here's how you can reach them:

 

  1. Click on the Help (?) icon.
  2. Select Assistant and enter Contact support in the chat field, and then click the Send icon.
  3. You'll be asked about your concern, and you'll need to enter and send it.
  4. If you can't see any related topics to your issue on what they shared, select No, get me a human.
  5. Then, click Contact Us.
  6. Choose either Callback or Chat.

 

To check the availability of our live experts, please visit this article: QuickBooks Online support hours.

 

Furthermore, I can share with you a workaround. You can let your client send a request to be the primary admin to our account protection team. Please refer to the steps below:

 

  1. Gather the necessary documents to verify the rightful ownership of the account.
  2. You'll need to sign in with your email to view the form. 
  3. Once done, use this article to complete the form and transmit: Request to be the primary admin or contact.
  4. Your case will be reviewed as soon as possible. Then, you'll receive an update via email with the status of your request.

 

I'm fully behind you, eager for a successful resolution that allows you to restore primary admin access to your client, dorretti. Should you have any further queries regarding user management within your account, don't hesitate to reach out to me. 

2 replies

I
IntuitSheila
Level 4
May 14, 2024

Hi dorretti,

 

It's good to hear you were able to change the user roles in your client's file. Your client will get an email invitation after you transferred the master admin role to them. Ask them to check their email and accept the invitation link to be the primary admin of their QuickBooks Online file. 

If you are trying to transfer the billing to your client?  When you remove a customer from your plan, they'll start paying for their subscription themselves. Their subscription won't be the same rate you paid since you got a ProAdvisor discount. 

Let's check the following steps below:
 

1. If you haven't already, make your client the primary admin of their company file.
2. In QuickBooks Online Accountant, go to Settings ⚙ and select Subscriptions and billing.
3. Select Accountant-billed subscriptions tab.
4. Select the client you want to remove.
Note: If the client is currently inactive, make them active first.
5. From the Action column▼dropdown, select Transfer billing to client.
6. Select Confirm transfer.

Once done, your client needs to log in and update their billing info to activate the QBO file.

 

Check this link to learn more about: Manage your ProAdvisor Preferred Pricing plan and ProAdvisor discount clients.

 

Drop by again in the Community if you have further concerns. I am around to help you.

D
dorrettiAuthor
May 14, 2024

Thank you for the comment but you've missed the point of my post.  There is no email to the client. There has been no change to the primary admin.  Nothing has transferred so the billing is still with me AND my client is really upset.  

 

I've done all the steps you outlined.  Nothing happens despite a success message on screen. I've restarted my computer.  I've cleared cache.  I've tried an incognito page.   I have done it over and over.

 

I've attached a clip of the success message.  I've checked the file again and there has been no change - no emails to the client or confirmations to me.  

 

Is there some other way?  

C
CamelleTModeratorAnswer
Moderator
May 14, 2024

I truly appreciate your diligence in performing troubleshooting steps, dorretti. 

 

Since you're still unable to transfer the primary admin role to your client despite receiving a success message, I recommend contacting our Quickbooks Online Accountant (QBOA) Support Team. They possess the necessary tools to securely access your account, conduct an investigation, and assist you in transferring the primary admin function to your client promptly. 

 

Here's how you can reach them:

 

  1. Click on the Help (?) icon.
  2. Select Assistant and enter Contact support in the chat field, and then click the Send icon.
  3. You'll be asked about your concern, and you'll need to enter and send it.
  4. If you can't see any related topics to your issue on what they shared, select No, get me a human.
  5. Then, click Contact Us.
  6. Choose either Callback or Chat.

 

To check the availability of our live experts, please visit this article: QuickBooks Online support hours.

 

Furthermore, I can share with you a workaround. You can let your client send a request to be the primary admin to our account protection team. Please refer to the steps below:

 

  1. Gather the necessary documents to verify the rightful ownership of the account.
  2. You'll need to sign in with your email to view the form. 
  3. Once done, use this article to complete the form and transmit: Request to be the primary admin or contact.
  4. Your case will be reviewed as soon as possible. Then, you'll receive an update via email with the status of your request.

 

I'm fully behind you, eager for a successful resolution that allows you to restore primary admin access to your client, dorretti. Should you have any further queries regarding user management within your account, don't hesitate to reach out to me. 

B
bks4me
May 21, 2024

I'm having the same problem.  Telling customers to call for help is NOT a solution.  QB needs to get this fixed.

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