Good morning, @lisa-2i-t-com.
Thanks for reaching back out and trying those steps for us.
Since we've tried the troubleshooting steps needed and that didn't help resolve the problem, we recommend contacting our Customer Support Team. They will be able to review your account with you and see why this is occurring in your account. Here's how:
- Go to the Help icon in the top right-hand corner.
- Press the Contact Us button.
- Enter your question and hit Let's talk.
- Scroll down and choose to Get a callback.
Please keep us updated on how the call goes. We want to ensure that you get this taken care of as soon as possible. Take care!
