Hello Sarah172, thanks for posting on this thread, if you could ring the support line on 0808 234 5337, line is open mon to fri 8am to 7pm and is free from any UK landline and mobile. The agent on the phone will ask for some information off you and then they will be able to have a look into this more for you to see why your getting that message show up and they will tell you the steps that need to be taken.