Good morning, @Jade17. 

Thanks for reaching out on this thread. 

We recommend going through the troubleshooting steps listed on this thread by my colleagues. If these actions don't help or resolve the issue, we suggest contacting our Customer Support Team for further assistance. Here's how: 

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

Please keep us updated on how it goes. We want to ensure that you get this taken care of as soon as possible. Have a great day!