Hey @Jamesev_! Philippe here. Welcome to the community.
Has there been any change since your post? If not, can you answer the following questions to help me determine what the problem is please:
1. Does this happen on both the app and through My Account on our website?
2. Do you see any kind of error message?
3. Are any or all these accounts newly activated? If not, has there been any recent changes to them?
Thanks for letting us know.