(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)
(iOS 10, Android Oreo, Windows 10,etc.)
My Question or Issue
Hey there @Sophiemaclean
thanks for posting !
Please use this help page to make sure you're logging in to the right account.
However, checking out this Premium troubleshooting page can also help solving the issue.
Let me know how it goes :)