Allow me to route you to the right support to fix this matter, srg623. 

As you have mentioned you have already followed the recommended steps provided by my colleague yet the issue persists, It's best to contact our QuickBooks Desktop support team. They can assist you in identifying the cause of your concern and provide you with the necessary information to resolve the issue by pulling up your account using their tools. 

Here's how: 

1. Go to Help.
2. Select QuickBooks Desktop Help/Contact Us.
3. Select Contact Us.
4. Type your issue in the space provided, then select Continue.
5. Sign in to your Intuit account select Continue and then Continue with my account. If you don't already have an account, make sure to Create a new account.
6. We'll email you a single-use code. Enter your code and select Continue. If you have more than one account, select the account you want to use and then Continue.
7. Select to chat with us or Have us call you. 

Furthermore, you can also visit our Community articles if you need a guide when dealing with your other tasks. 

You can always share some information or ask us regarding QuickBooks by commenting or posting in the Community.