Hi chloe15,
Thank you for posting in the Community. However, for this case, I would recommend contacting our Support. They have more tools to see the root cause of the behavior. You can contact them during the usual business hours in the UK.
- Click on Help.
- Repeatedly search for the word human.
- If asked to specify your concern, click on See examples.
- Choose I still need a human.
- Click on Contact Us and choose how you want to reach our support.
Let me know if you have other questions in mind.