Please, when you have these issues go the home page and hit the Green Help ? HELP button on the bottom right of the page. Describe the issue and be to sure to include all info like username, email etc. This then goes to the help desk which is watched by several people. Usually, this issue you describe is an easy fix as there be duplicate names, emails or an issue where the payment system didn't attach to the account. Debra gets these solved pretty quickly. THank you.