Hello MN_Mom,

I appreciate you for trying the steps shared by my colleague.

Since the issue persists even after changing the preferences, I suggest reaching out to our phone support team so we can investigate this further.

Here's how:
 

1. Click the ? Help icon.
2. Go to the Search tab.
3. Click Contact Us.
4. Select Ask about something else.
5. Enter a few words about your concerns.
6. Click Continue.
7. Select either Chat with us or Schedule appointment.

Furthermore, you can visit our Help Article page whenever you have questions.

You can always post a reply whenever you have concerns about your QuickBooks account.