Hello Hollyfb, Welcome to the Community page, please can you try some trouble shooting steps and see if it resolves it for you if not we would suggest you ring the support line on 0808 234 5337 the line is open mon to fri 8am to 7pm and is free from any UK landline or mobile or our chat support so that you can set up a screenshare with the agent so this can be looked into more for you. Troubleshooting steps
Try clearing your cache and cookies to all time, close the browser down reload it and try again,
Try in a incognito/private winder
Different device
Different browsers
Different network
Thanks