Hi there, @AndyMo13.
Thank you for reaching out to the Community. To isolate this case, I recommend contacting our Customer Support Team, as they have the tools to pull up your account in a secure environment and to determine what causes this issue.
Due to the outbreak, we have limited staffing and have reduced our hours to 6:00 A.M. -6:00 P.M. PT Mon-Fri and some products will only have chat support during this situation. Rest assured, we will resume normal hours as soon as possible.
Here's how to contact customer support:
Please take note that it may take a few minutes to connect with our agents as we are receiving a high volume of calls and messages.
Please know that the Community is always here to help you sort this out, so please don't hesitate visit us again. Have a great day!