Hi Kate,

For us to better help you, I recommend contacting our Customer Care Team. That way, one of our representative can ask for your QuickBooks Online details and check your account in a secure form. 

To contact support:

1. Log in to QBO.
2. Click on the Help (?) icon.
3. Click on Contact Us.
4. Enter a short summary of your concern.
5. Click on Chat with an agent to Call Us.

Drop by again in the Community if you have other questions.