Hello there, @2Thorpe2.
Since the issue persists after following the steps given above, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account securely and help check the cause of the problem.
Also, I encourage checking our Help articles page to learn some tips and tricks in managing your QBDT account. From there, you can read great articles that can guide you through the steps by steps process.
Please know that you can always get back to us if you have other questions. I'm always here to help.
