I am having the same exact problem. I have spoken to no less than 10 "agents" for a total of OVER 20 HOURS OF MY TIME!!!! They all put me through the SAME EXACT procedures with the SAME EXACT RESULTS....the problem still exists! I even purchased a $600 upgrade and was told that would fix the issue. Guess what?? It did NOT fix the issue! I have requested multiple times to speak to a supervisor and I am still waiting!! I am about to call American Express and dispute the charges for the upgrade and find a new program to use. QB Customer Service is HORRIBLE!!!!!