ISSUE: Staff cannot gain access to clients that are managed in our KSM QBO environment RESOLUTION: KSM Staff or KSM IT - BusApps can grant staff access to client(s) through our QBO admin account open qbo.intuit.com Select Team from the left side Locate the staff to add to clients and select Edit Select the Client Access tab > check mark the client(s) Select Save The KSM Staff will now have access to the client in our KSM QBO Managed account.

In order for KSM to set client sup in our KSM Managed QuickBooks Online environment, one of the following forms need to be completed. We can also facilitate the conversion from QuickBooks Desktop to QuickBooks Online. Once the form has been completed, please send it to helpdesk@ksmcpa.com so the process can begin.

ISSUE: The client is sent an invitation link to access a newly created (by KSM) QBO company. The client indicates that "the link isn;t working" When they click the link, nothing happens on-screen. No error. No message. RESOLUTION: The client has multiple QBO companies and they were logged in at the time of receiving the invitation link. Have the client open QBO and log in. After that, have them select the icon in the top right and select Sign Out. Closing the browser does not sign them out. Once they do this, the client can click the invitation link again and they will be able to access the newly created company.

Steps to Invite KSM as the Accountant Sign in to QuickBooks Online as a primary admin. Select Settings ⚙, then select Manage users. Select the Accountants or Accounting firms tab. Enter qboa@ksmcpa.com, then select Invite. Send an email to helpdesk@ksmcpa.com and identify which KSM staff should have access How to Request Access After the Invitation is Received Once staff have notified the client how to invite QBOA, the service request LINK HERE must be completed Enter Client number, name, QBO Business Name, Expected invitation date, List of staff to access If the client invites QBOA as a user instead, staff will be contacted to send the information above to the client

ISSUE: KSM is the primary admin for a SimpleStart QBO client. We need to transfer the primary admin to the client. The issue at hand is that SimpleStart only allows for one user. If KSM is the primary, then only KSM is the user. RESOLUTION: Upgrade SimpleStart account to Essentials - https://quickbooks.intuit.com/learn-support/en-us/help-article/intuit-billing-updates/upgrade-downgrade-quickbooks-online-subscription/L7LN5zzbs_US_en_US?uid=lf6xd378 Add the desired Client primary admin as a user - https://quickbooks.intuit.com/learn-support/en-us/delete-users/add-delete-or-change-user-access/00/185920 Transfer the primary admin to the client user - https://quickbooks.intuit.com/learn-support/en-us/help-article/manage-client/transfer-primary-admin-access-back-quickbooks/L4vCcWCAw_US_en_US?uid=lf6xcxf2 This all has to happen within one day so no charges are applied. Any up-charges within the same day will be washed out. Otherwise, we will need to contact Intuit and have them reversed if it is within 48 hours. Intuit Support - https://public-consumer-chat.app.intuit.com/app/ccs/consumer?experienceId=sbsegUsAccountLargeFirm&

ISSUE: Client has requested to take over primary admin and billing RESOLUTION: 2 step process: Change primary admin and transfer KSM billing Change Primary Admin Setup new Primary Admin if they are not a user of the company While logged into QBO environment, go to the details of the specific company Click the dropdown Go To QuickBooks > Select the Company Name Select the Gear icon > Manage Users Check to make certain the new Primary Admin target is listed If not, select Add User > enter the information > select Company Admin for the rights The recipient must accept the invitation before proceeding If the user is listed and the invite has been accepted (if applicable), select the 3 dots > Change primary admin Once they accept the invite, they will become the Primary Admin Transfer KSM Billing Once the Primary Admin has been accepted, you can move on to transfer the billing Go to the KSM main QBO site Select the Gear icon > Subscriptions and billing Enter client name or number in the search field Select Client actions > Transfer billing to client Follow the remaining prompts An email will be sent to qboa@ksmcpa.com with the subscrtipion transfer notice The client/new primary admin will need to re-subscribe by entering their own credit card

ISSUE: Seeing the following message "You need to download the latest File Doctor." SOLUTION: Open the QB file using the following steps Open the version of QuickBooks the client uses Click on Open or Restore Existing company Choose “Open a company file” if opening a company file (.QBW) or “Restore a backup copy” if you are restoring a client’s backup file (.QBB) Locate the file and double click it to select it. Put in the password when prompted.