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Import Transaction to a MAC

I have a client who I just set up their file to import their invoices and sales receipts into their QB for MAC 2019.  Each time she goes to import, it is asking her to do a backup... the problem is it keeps asking over and over.... and never actually imports. 

 

She called QB and they are telling her that on QB for MAC, she can't import transactions.  However, I am almost positive I already has a client who does this on a different version.    

 

Does anyone now anything about this? 

Thanks  Tony Dickson