Hey there, Lisa698.
I appreciate you turning to the Community for support. I'd like to make sure you're getting the support you need.
Based on the information you've described, I recommend reaching out to the support team outside of the Community. They'll be able verify your account details in a secure setting, as well as view your screen to better assist you. You can reach them by following the methods listed here.
If you have any other questions, feel free to reach back out here.
