I appreciate you for performing some troubleshooting steps to get this sorted out and clarifying the product you're using, 

sarahjsd.

Aside from clearing the cache in the QuickBooks Online (QBO) app, let's try uninstalling and reinstalling it. This way, we can refresh your app and clears up the extra space used by the user’s data.

Here's how:

1. Click the Start menu on your Windows 10.
2. Go to Settings and tap System.
3. Select Apps features from the left pane.
4. Choose your QuickBooks Windows app.
5. Press the Uninstall button.

Once done, install the app again on your program. Just follow the steps in the How do I install the app? for Windows section in this article: QuickBooks App for Windows and Mac: General support.

If the same thing happens, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue.

Here's how:

1. Click the Help icon on the top menu.
2. Tick Contact Us.
3. Enter your concern in the What can we help you with? field.
4. Tap Let's talk.
5. Select Start a chat, Get a callback or Get the number to connect with us.

I've got a link here where you can find articles about processing customers' payments: https://quickbooks.intuit.com/learn-support/en-us/sales-and-customers/process-payments/08?product=Qu....

Fill me in if you need a hand with creating recurring transactions or any QBO related. I'm always here to help. Have a great weekend ahead.