I've linked a help centre article below that will help you troubleshoot this. Do let us know what happens when you try these steps? Try to be as detailed as possible so we know how best to advise.
I just wanted to jump in real fast to see if you saw davidking's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.