Hi Jayandclare,
We are currently looking in to this issue, and looking for for further information.
Can you please confirm you are using the same details that you use for your online account log in?
If you're using the app, can you please remove and re-install it?
If you're still having problems, I'll need to check your details on your account and once that's done I'll need a screenshot of the error message.
Please message me if the above haven't worked, and give me your details so I can check.
Thanks
Melissa