Thanks for bringing this up in the QuickBooks Community page, @Michelejohnson & JS12345.
If you're still getting the same result after performing the steps above, I'd recommend reaching out to our QuickBooks Phone support. They have the tools that can check your account and provide additional troubleshooting steps or get this escalated for a fix.
Here's how:
- Click the Help menu in the upper-right hand corner and click Talk to a human.
- Type in "Talk to a human", then press Enter.
- Look for I still need a human and click on it.
- Select Get help from a human.
- Choose between Chat with us, Schedule an appointment, or Have us call you.
Please check out our support hours to ensure that we address your concerns on time.
Also, our Help articles might have something that can help you with your QuickBooks concerns, too. Just make sure that the topic is set as "QuickBooks Online" to browse for related post.
Just tag my name in the comment section if you have any other concerns or questions. I'll get back to you as soon as I can. Stay safe.
