I appreciate your effort in performing the steps, LNSara.

Since the issue persists, I recommend reaching out to our Customer Care Team. They have tools to investigate and figure out the root cause of this issue.

Here's how:

1.  From the Help icon, click on Contact us.
2. Enter your concern in the dialogue box and click on Let's talk.
3. Choose either Start messaging or Get a callback.
4. Enter the needed information to get in touch with our representative.

To make sure that your concern will be address immediately, I recommend checking out our support hours to know their availability.

Let me know how it goes by clicking the Reply button. The Community Team got your back. Have a great day!