Thanks for posting and welcome to the community I am very sorry to hear that you are having this issue and would love to assist you further.
I would recommend that you check out these steps here. As well as attempting the other steps in this thread, if the issue still persists, I would highly recommend getting in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.
Hector B - Community Support
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