Cients have sent accountant transfer copy's through the service, but when I try to open them, told I don't have access to the accountant's copy file transfer service

Recently got a new computer, always been able to access client files before. Talked to support and went through all the steps they gave me, nothing worked. We are in the Proadvisor program and Intuit says there's no reason it shouldn't be working. Really need to be able to use this, anyone else experienced this issue? Having the same problem with both QBA 16 and 17.

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