@JessT     I also am having the same problem (QBDTE).   I cannot get a solution, just "follow the procedures" but the procedures don't work.  Over and over - all I get is "Contact customer support", yet when I do, after 30 minutes of waiting, and then an hour of explanations and screen sharing and going over it again and again, all I get is a recommendation to "follow the procedures".  We pay thousands every year - for this??