Hello, JuleA.
I appreciate you reaching out to the Community. Making sure you get the support you need is important. With that being said, I suggest reaching out to the sales team outside of the Community. They will be able to verify your account details in a secure setting, as well as view your screen to better assist you. You can reach them by selecting the chat option here or dialing the number provided.
If you have any other questions, feel free to reach back out.
