Hi, @erinleigh.

Thanks for joining this conversation. Allow me to chime in and help make sure this is taken care of for you.

As much as I'd like to assist you with this, I'm unable to pull up your account here in the Community for security purposes.

That said, I highly suggest contacting our Merchant Support team again. I know you already called, but they're the one who can check your account in a secure environment verify the cause of this odd behavior. They can also create a ticket and forward it to our product engineers for further investigation.

To reach them, refer to this article and proceed the version that you're using for the detailed steps on how: Contact Payments or Point of Sale Support.

I also recommend visiting our website for more tips and other resources you can use in the future: Self-help articles.

I'm only a few clicks away if you have additional questions about this or anything else QuickBooks. I'll be more than happy to help. Take care always.