Thanks for bringing this one to our attention, LarisaMCooley.

I've checked our records and there's no reported case about this one. If your client already performed the steps provided, I'd suggest contacting our Technical Support Team. They'll pull up their account in a secure environment and investigate what's causing this issue. They may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

Visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

Feel free to update us after contacting our support or performing the solutions, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. You have a good one.