Hello there, @brllaurie.
Let's make sure that you're using the correct login information. You can also ask or contact the past administrator to invite you as the new master admin.
Here's what she needs to do:
- Click on the Gear icon.
- Select Manage Users.
- Select the Company Admin you wish to transfer the role to
- Click on the arrow-down icon from the action column and choose Make master admin.
- Select Make master admin again to confirm.
There will be an email that will be sent to the user that says you're invited to be the new master admin of the account. Then accept the invitation from the email.
However, if the Master Administrator has left the company, I'd suggest contacting our Customer Support Team. They have tools that can assist you to complete a Master Admin Claim.
Here's how to reach them:
- Sign in to your QuickBooks Online company.
- Click the Help icon in the upper right of the screen.
- Select Contact US on the pop-up.
- Enter what you're needing assistance with in the How can we help? field and choose Continue.
- Click Get a callback.
- Enter your contact information.
- Select Call me.
I have included these articles, should you need a reference about the user types and how to transfer the master admin role in QuickBooks:
Let me know if you have follow-up questions, and I'm happy to help you out. Have a good one.
