Hello, HelenControl.  

We want to make sure this is taken care of by the correct department. While the steps provided by my colleagues above didn't remove the problem, I would suggest reaching out to our Customer Support team. They can check your account and provide additional troubleshooting steps or get this escalated for a fix.  

Here's how you can reach them:

1.  Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. You can either select Get a callback or Message an agent to get a representative on the line. 

To ensure that you'll be assisted on time, please see our support hours.   

The Community is always available to help you 24/7. You can post your questions here. Take care and stay safe!