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Hi there, ra-wilt.
 

You’re on the right track, and you should be able to proceed smoothly. Please reach out to QuickBooks Online Live Support during their available hours, as they have the right tools to investigate your issue in detail.
 

Here’s how:
 

1. Click on the Help icon (question mark) in the upper-right corner.

2. Click (?) Help, then choose either the Assistant or Search tab to get started.

• If you select the Assistant tab, choose "Contact a human."
• If you pick the Search tab, enter your inquiry. 

3.  At the bottom of the Help window, select Contact Us.

4.  Choose Chat or Call to speak with a representative who will assist you.
 

If you have any further questions, please don't hesitate to contact us. We’re here to help.