Thanks for being here. This question is already answered in another thread here. I'd recommend checking there for your answer. In an effort to keep the Community Forum organized and make it easier for other users to find information, we ask that users continue the conversation in existing threads, instead of opening new ones about the same topic. For this reason, I'll be closing this topic, and you can continue the conversation in the original thread, if you'd like.
As mentioned in that other post, you'll need to reach out to private support for help with this. We can't discuss specific account details in the public forum.