Hi meiky-wong,
Let me provide you a few information about this and help you with your case status.
To check your case status, I suggest contacting our support team so they can look into more details about this case. They also have the tools to pull up your account in a secure environment. Here's how to reach them:
- Sign in to your account.
- Click Help.
- Click Contact Us.
- Type your concern.
- Click Let's talk.
- Select Start an email.
I have this Help Articles in case you have other questions about QuickBooks Online (QBO).
Please let me know if you have other questions. I'm always right here to help.