Good afternoon, @PQH. 

Thanks for chiming back in and giving us some additional information. 

Since none of the instructions my colleagues gave have worked, I recommend contacting our Customer Support Team for further assistance. Here's how: 

1. Go to the Help ? icon in the top right-hand corner. 
2. Click the Contact Us button. 
3. Enter your question and tap let's talk. 
4. Scroll down and choose to Get a callback. 

Keep us updated on how the call goes. We're always here to lend a helping hand. Take care!