Hey there jbfromkc,
Thanks for reaching out to us here. Making sure you get the support you need is important. I would be happy to point you in the right direction for the best assistance.
Based on what you've described, I recommend Updating your Desktop to the latest version. Once this has been done, and if the issue persists, I encourage you to contact our support team outside of the Community. They'll be able to verify your account details in a secure setting, as well as view your screen to guide you back on track. You can reach them by clicking on this link.
If you have any other questions, feel free to reach back out to us.
