Hey there, marcie-flourishs.

Thanks for reaching back out here. Our number one goal is to make sure you're getting the support you need. With that being said. I recommend reaching out to the support team outside of the Community for further assistance.  They'll be able to verify your account details in a secure setting as well as do a screenshare with you. You can reach them by following these steps:

Schedule a Callback: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback

Feel free to reach back out if you have any other questions.