Hey Paula, thank you for reaching out! There can be a few reasons for this to occur. Luckily Bluehost has a wonderful way to chat with them easily and I believe they may be able to help. If you go to http://www.bluehost.com, there is a “Chat” button in the top right hand side of your screen. It say’s “Chat” “Call” “Login”. Click Chat and you will be able to live chat with someone. Let me know how this goes =)