Hello there, @Katie L.

Since the issue persists, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account in a secure environment and check the cause of the issue.

Here's how to contact our support:

1. In your QuickBooks Desktop program, go to Help > QuickBooks Desktop Help.
2. In the Have a Question window, click the Contact Us link at the bottom.
3. From the Contact Us page, select any topics.
4. Under Here's how to connect with a QuickBooks expert section, click the Start a Message or Get Phone Number button.

I'd also like to share this article to learn about the Microsoft Office compatibility: Microsoft Office 2010, 2013, 2016, and 365 FAQ.

Please know that you can always get back to us if you have other questions. I'm always here to help.