I appreciate following the steps given above, @SMT22.

Since the issue persists, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account securely and check the cause of the problem.

Here's how:

1. Go to the Help menu.
2. Click Talk to a human.
3. Type your concern.
4. Click I still need a human.
5. Select Contact Us.
6. Choose either Messaging or Callback.

To ensure that you'll be assisted on time, check out our support hours.

Also, I have an article here if you need assistance on categorizing your transactions: Categorize and match online bank transactions in QuickBooks Online.

You can always get back to me if you need anything else. Just click the Reply button below.