Hello, @Roberto Verde.
If you've already tried the troubleshooting steps provided by my colleagues above and the issue persists after doing the procedure, I recommend getting in touch with our Customer Care Team. This way, we'll be able to pull up your account in a secure session then run a set of examinations to amend the underlying issue.
Before doing so, please check out our support hours to ensure that we address your concerns on time. Here's how to connect with our Customer teams:
Here's how to contact our support team:
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.
Please don't hesitate to reach back out to us if there's anything else you need. We're always here to help. Have a good one!