how to change primary user, options not showing?

I appreciate you for bringing this to our attention, Deanna.
 

It seems you’re using the new QuickBooks interface, while the video you’re watching is from an older version. Please be aware that QuickBooks is actively working on updating its articles and resources to align with the new interface. Soon, all QuickBooks materials will be fully updated to reflect the new user experience.
 

Regarding the unavailable option, let’s first confirm that you’re the Company Admin, as this is required to access the option to change the Primary User.
 

If you already have Company Admin access but still don’t see the option, I recommend clearing your browser’s cache, as browser-related issues can affect how options appear in QuickBooks Online. Alternatively, you can try using a different supported browser to resolve the issue.

Keep us posted if you have further concerns.