I'm having the same issue.  Trying to get a new computer set up in case the old one tanks during tax season.  It sure would have been great 1) to be able to solve without having to call customer "support" , especially since 2) I called on a Saturday AM and was told that they were closed.  The message couldn't even be bothered to tell me what the hours are.  Apparently they should have been answering the phone.  I've been a proadvisor for 20 years and everything was wonderful until the last 3 or 4.