Your instructions for getting tech support have not been helpful, as the menus do not offer what you directed. I finally found the Chat Help and explained my problem. She transferred me to an accountant that I would be required to pay for services. BUT this is not an accounting problem. It is a QB TECH problem. Please read my post below and either call me or give me a number to call to fix this.
In doing my 2019 taxes, I discovered that a final journal entry I made in 2018, was posted by QB in it's entirety to Accounts Receivables, completely ignoring the accounts that I entered in the entry. We are on a cash basis and now our AR is reflecting this incorrect balance.
Here's a link that provides you with QuickBooks Desktop for Mac Support: https://help.quickbooks.intuit.com/en_US/contact. You can click on Get Phone Number to contact an agent that will help you resolve the issue you're having with the Journal Entry and the accounts associated. They have tools that can help determine why this transaction was made and how to correct it. They also have a screen share (remote access) tool that helps you and the agent get on the same page when performing any troubleshooting or corrective actions.
If you're still having some issues, please know that you can reach out to us here in the Community. We're always happy to help. Let me know how the conversation goes. Best wishes!