Welcome to the community Jaqueline and Juli,
I see that you have both been helped by a Support Rep, but I wanted to share a little more background on my comment above.
The recommended channel for support is your My Cases Management Dashboard
on our Support Center. After submitting a ticket, a Support Rep will reach out to you as soon as possible. You can also login anytime to update the ticket with more details or check the status.
If you have a more urgent issue or cannot login to our Support Center, please use the topics listed on our Contact Support
page to be guided to the best resources and support channels for your issue. Depending on the issue, phone support may be available with a phone number that tailored for your location, language, and issues.
We value your time and offer this guided assistance to provide you the best on-demand content and fastest support channels for your issue.
Thanks for visiting the Community.