Good evening, ColleenMC.
Thanks for reaching out to us here. I'd be happy to guide you in the right direction.
Based on the information you've provided, I recommend reaching out to 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 better assist you. You can reach them by following one of the methods listed here.
If you have any other questions, feel free to reach out here.
