Welcome to the Community.
The users in this community forum will have no access to your account to determine what the issue is. They are volunteers and product users like you. Please contact our customer support team at one of the numbers in the link below so they can review and resolve the problem, or get you pointed in the right direction. You're also welcome to post any product issue you're having in the appropriate forum within the Community, so our volunteers can provide advice and solutions.
Supporting you at x.co/247support