Thanks for joining us, DreamBig.

The steps shared by my colleagues above are the available workarounds. Since it doesn't work for you, I suggest contacting our QuickBooks Care Team. I know that you've already contacted us. However, cases like this requires a thorough investigation. 

If you have a reference number, I'd also suggest keeping it handy so there isn't a need to re-explain the situation.

Here's how you can contact us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call. 

Let me know how the call goes. I want to make sure this is taken care of. Wishing you all the best!