Hello there, KG.

Thanks for getting back and providing detailed information about what you've done. 

Since the issue persists, it would be best to get in touch with our Customer Care Team. They have the tools to pull up your account to investigate the root of the problem.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future reference, you may want to run and customize payroll reports in QuickBooks Online. It will help you manage payroll taxes and keep track of employee expenses. 

If you have any other QuickBooks concerns, please don't hesitate to post again here. I'd be happy to lend a hand. Have a good day ahead.