Hi there, @rafe.

The reply made by my colleague @KhimG can be located next to the main question of this thread. 

If you're not able to resolve the issue even though you have done the troubleshooting steps mentioned above, I suggest contacting QuickBooks Desktop Customer Care team. They have the tools to verify and perform screen share to expedite the resolution.

Here's how to contact them:

1. In your QuickBooks Desktop company, go to the Help menu.
2. Select QuickBooks Desktop Help or simply press F1.
3. Then click Contact Us at the bottom.
4. Follow the on-screen instruction and then verify the details to confirm.

Also, the support hours has been changed due to limited staffing during this situation. New support hours for QuickBooks Desktop is as follow:

• For Pro, Premier, Plus Version: Monday to Friday 6:00 A.M. to 6:00 P.M.                                      and Saturday 6:00 A.M. to 3:00 P.M. 
• For Enterprise2 Version: Any time, any day.
• For Assisted Payroll Version: Any time, any day.
• For Basic, Enhanced or Standard Payroll Version: Monday to Friday 6:00                                      A.M. to 6:00 P.M. and Saturday 6:00 A.M. to 3:00 P.M. 

Feel free to count me in of you  need anything else. I'll be here to help. Take care.