Welcome to the nightmare of Intuit's customer support. The incompetence is astounding. Every time I call, I get some rep in another country. HOURS later I'm still either on hold or I'm transferred 3-4 times with cold hand-offs to people who each promise they're the right person, then after I go through the scenario they admit they need to transfer me to someone else. Every time I call them, I lose a minimum of 3 hours of my life. One issue I've been trying to resolve for TWO YEARS (I kid you not). Because of this, I advise clients to stay away from QBO and stick to the desktop version.