Hey there Mary11,
Thanks for reaching out to us here. Being able to access your QuickBooks files is important. I would be happy to point you in the right direction for the best assistance.
In order to better assist you, we would need a bit more information. 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 see what might be happening. You can reach them by following the methods in this link.
If you have any other questions, feel free to reach out to us here.
