Hi jjunion!
My best suggestion is get in touch with their customer chat so they can walk you through the issue. If you follow this link you will be directed to a self help board. I would jump straight to Subscription>Other and then click the blue button that states "I still need help." Once you fill out a contact form you can connect with a chat rep. I have always had great service this way with any of my concerns.
Good Luck!
