I am having the same issue...!!!!! I've spent numerous hours, sent all the required documents a month ago, had a case number, then today they said they don't show they received the documents!!!!!!!!!!!!!!!!  How can they sale me the payroll part of the program and then not let it work???????  The primary admin that was on the company file doesn't exist!!!!!!!!!!!!!!  They said today they have to have permission from them...and I said, I've sent you all the documents!!!!!!!!!!!!!!  I want to find another program ...I hate the new quickbooks..hate it......