Thanks for elaborating. At this point, I recommend getting in touch with our phone support team so they can share your screen and have a visual reference of what you're seeing. You can get in touch using the details below:
- Schedule a Callback or start a Chat: click (?) in the upper right in QuickBooks Online > enter "Contact support" > choose Contact Us > provide a brief summary > select Let's Talk > choose Get a callback or Start a Chat.
- Social Media: Facebook, Twitter, and Instagram.
- Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.
You're more than welcome to keep me posted on how you make out. I'll be one message away.
