Mine was re-established with the help of one of their techs. I highly recommend you get on a screen share and have them walk through the issue. Only then will they see the errors first hand. They were able to bring someone from IT on there with us and fix the glitch. The “old” account was merged into the “new account” even though they’re the same account. But I pray everyday that it doesn’t drop connection again. Most of their support staff are clueless and have no idea how their system works or what the actual problem is until you show it to them in a screen share.