Hi there, @JillS3. 

Thanks for following the thread and sharing your concerns. 

Please know that we are here to help you in every way possible and want to make this the best experience we can. However, in order to get this resolved, you'll need to contact our support and send your device logs as mentioned by my colleague above. This way, an agent can review your logs and investigate this matter further and send it to our engineers if needed. 

The direct number for support is 1-800-4-INTUIT. You can look over this guide to locate support hours and other methods to get in touch with them if need be: Contact QuickBooks Time support.

 Let me know how the phone call goes. It's my priority to get you back to business as soon as possible. Keep us updated!