Hi Sarah,
It would be better for us to investigate this with you over the phone and possibly via a screen share. Please give our support number a call at 1-888-925-6238 x2 when you have some time.
Alternatively, I can create a case for you and have a member of our support team reach out. Just shoot me an email with your account information if you’d like me to do this for you.
--Audisho