This is not the impression we want you to experience when managing your account, noraann.
If the problem persists, I'd suggest contacting our Customer Support Team again to follow up on your case. They'll pull up your account in a secure environment and help you with this one. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead.
Here's how to contact them through chat support:
- Go to the Help menu at the upper right.
- Click the Contact Us.
- Enter a brief description of your concern in the How can we help? field.
- Click Start messaging in the Message an Agent section.
In case you're unable to connect to your client's company files and start reviewing their books, kindly refer to this article for its fix: Client invites in QuickBooks Online Accountant. It contains a step-by-step troubleshooting guide to resolve the said issue.
I'll be around to help if you need anything else. Take care always.