Thanks for following up, Nancy! I want to make sure you have the information you need going forward. QuickBooks Desktop and QuickBooks Online don't have the ability to read each other's files and be passed back and forth. In light of that, you'll need a version of QuickBooks Desktop in order to work on your client's books from QuickBooks Desktop. I recommend speaking about this with the chat support to learn your options.

The chat link I gave should be for QuickBooks Desktop exclusively, so please follow that rather than going through any in-help options in QuickBooks Online Accountant. That would lead directly to agents who support QuickBooks Online. Let me know if you're still having issues with the chat for QuickBooks Desktop. It's important to me that you're able to reach the proper support/.