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Hi jasonl595,
Thanks for your post here and welcome to the eForum from us all.
To be honest it’s hard to say exactly what is happening with your online account as it could be a case of the online account being locked for something else that may need investigation.
However, so we can look at this for you I have sent you a quick PM, please follow the instructions on the PM and we can take a look at this for you.
You can find your PM inbox here.
James
