Hello Simone,
Thanks for reaching out about this. I can appreciate how not being able to locate your files would be stressful, especially with impending deadlines. At QuickBooks, we're here to help alleviate that stress and get you back to business so you can take care of your various tasks, like payroll. I'll point you in the right direction.
Knowing more details about your situation could help with figuring out what needs to be done to find your backup files. Generally speaking, Intuit doesn't retrieve back up files for customers, even from a cloud provider. Intuit has third-party partners that we recommend as options for cloud providers when it comes to QuickBooks Desktop, which you can learn more about here: What hosting providers are authorized by Intuit?
Regardless if it's one of these or another provider, I recommend getting in contact with the cloud provider for assistance with retrieving your files. It may be as simple as following the pathway of a default directory in your system, but the provider will know for certain how their system works.
If I'm missing the mark with what's going on, you can get in touch with QuickBooks Desktop agents for a one-on-one interaction to share details about what's going on. In doing this, the agent will be able to help you ensure that you have the options you need for getting back on track with payroll.
In light of the COVID-19 outbreak, QuickBooks Desktop support has been reduce and the option for getting in touch is through chat here: intuit.me/cachat. This could be why you were having trouble reaching support, but I want to assure you we've still got agents on duty to help you out. Don't be afraid to give us a shout.
Take care.
