Hi there, Jane EMLLC.

Thanks for dropping by the Community. I'm happy to provide some feedback for you. Based off of your description of the grayed out text, I suggest reaching out to our support team. This is because it sounds like there may be something specific holding you up that would require an agent to look into your account with you to determine the issue. To reach them, you can follow these steps:

Open your QuickBooks Desktop to connect with us.

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Enter your concern, then select Continue.
5. Choose a way to connect with us:
   • Start messaging with a support expert.
   • Get a callback from an expert (availability may be limited).

Chat with us online

Select your product and fill out the form to chat with an expert.

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• Assisted

If you have any other questions, feel free to post here anytime. Thank you for your time and have a nice afternoon.