Hey there susan3rd,

Thanks for reaching out to us here. Making sure you get the support you need is important. I highly recommend reaching out to the support team outside of the Community. They'll be able to view your screen to see what might be happening.  You can reach them by following one of these methods:

Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook and Twitter

If you have any other questions, feel free to reach out here.