If you don't have W2 available under Annual Forms (Taxes>Payroll Tax>Annual Forms), I'd recommend running your QuickBooks in a private window. This is to see if you're browser's cache is causing this unusual behavior. Here's how to start browsing privately.
For Chrome, press Ctrl+Shift+N.
For Internet Explorer or Firefox, press Ctrl+Shift+P.
Thanks for joining this thread. Allow me to help provide some update about the W-2 Form in QuickBooks Online (QBO).
We recently identified that some users are not able to pull the W-2 Form, and this is an ongoing issue in QuickBooks. Our engineers are already investigating the root cause of this unexpected hitch and working to implement a solution.
While we're continuing to work on resolving this issue, I recommend contacting our QuickBooks Online Support Team so they can add you to our notification list of affected users to receive live email updates about this issue.
Our engineers are currently working on the fix to resolve the problem when accessing W-2s in QuickBooks Online.
Our team are working internally so we can't provide the exact turnaround time on when a resolution is released. Instead, they will send live updates about the status of the investigation through email. Since you already talked to a representative and was told about this, your account should be in the notification list now.
If you will not get updates from us, please contact our Support Team and request our agents to add your account to investigation number INV-53865.
I'm also adding the steps to contact us:
Go to the (?) Help menu and click on Contact Us.
Type the keyword Payroll Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to the Choose a way to connect with us section.
Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
When using the messaging option, a small discussion box will open at the bottom right section of your monitor. An agent will be with you after filling in the information. See this: