Hi @katie_wt i am having exactly the same problem csn you help please
Thank you for your post Drea82x and welcome to our community.
Can I please confirm, have you already been through the advice given by the team above?
Can I also confirm, is the email address in question connected to an open account with us?
Let us know so we can investigate further if needed.
Thank you, Emily.
Hi thanks it is a closed account so there is nothing i can do as I can't log in to change the password.
Thank you for confirming that.
I will send you a private message so we can look into this.