This is not the impression we wish to leave you with, @KatnissBookkeeper.

Rest assured, the best course of action is to reach back out to our Online Support. They can get you the information that you're looking for about the issue, either by attaching you to an investigation so you'll receive email notifications about updates and when the issue is resolved or going through more troubleshooting and fixing the problem. You can follow my colleague's @CharleneMaeF steps on how to get in touch. 

Let me know how the conversation goes. I'll be here if you need anything else. Have a nice day!