Hi there @harveymaria, and welcome to the Community!
I can see that you've opened up a ticket with our support team regarding this issue. Since this is an account specific question, I would recommend continuing working with that team on this as they have the ability to diagnose this situation.
I wish there was more I could do here, but the teams who work on your ticket are closer to the work being done to resolve your concern.
I hope you are able to solve this. Let me know if there’s something else I can help you with in the meantime!
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