Hey there Helene,
Welcome to the QuickBooks Community! It's important that you have access to your QuickBooks files. I can point you in the right direction.
Our top priority is making sure you get the best assistance possible. I recommend reaching out to the support team outside of the Community. They'll be able to verify your account details in a secure setting, as well as view your screen to better assist you. You can reach them by using one of the methods in this link.
If you have any other questions, feel free to reach out here.
