Thank you for the quick reply. I followed those steps but no luck. I tried to start a chat but no one ever responded to me. I saw a help line that I may try to call. I'm not the Admin on the account so if it is a setting / preference issue that needs to be changed, I will be out of luck until the admin can help us out.
Since performing the steps listed by my colleague isn't working for you, you'll need to speak with our technical support team as they have the tools available to share your screen for further review of the issue. I see that you're having issues contacting them via chat. I recommend setting up a call back with an agent. I've included the steps below to do this.
1. Open the Help menu at the top and choose QuickBooks Desktop Help.
2. Type Contact us in the search box and hit the enter key.
3. Click Contact Us at the bottom of the screen.
4. Choose Get a call back from the list of options.
5. Fill out the form and hit Confirm my call.
Please let me know if you have additional questions or concerns. You can always reach out to the Community or me anytime you need a helping hand. Take care!