I wouldn't bother with the online customer service.  They are useless.  They end the chat thinking they've resolved things when they haven't and you have to open a file all over again and then they don't understand.  I emailed the CEO of Quickbooks in the end and he put me on to someone who was very helpful.  I have lost a load of receipts but have kept my emails should HMRC every audit me.  The online customer service is shoddy and has never been fit for purpose.