Hi melanie40,

Welcome to the QuickBooks Community. It's important you're able to get the resolution you need with this in a timely manner. I'll be glad to point you in the right direction so you're on the right track with your work. 

Based on what you've described, I see you benefiting more by contacting our support team outside of the Community. A specialist will be able to share your screen and have a visual reference of what you're seeing on your end. Here are our contact details: 

• Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
• Social Media: Facebook, Twitter, and Instagram.
• Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

Feel free to keep me posted on how you make out. I'll be one message away in case you need anything else.

See case 1575909880.  I was told you couldn't help me.

I am experiencing the same issue. I would like to see the video you reference and see what I'm not seeing. 

Thanks!