Unable to get monitoring certificate - app thinks I don’t have active monitoring

Hello, I just signed up for monitoring (I was still on the trial) and I need a certificate for my insurance. I followed the steps to get the certificate. Opened the app. Went to settings. When I go to monitoring it says only “Sign Up” and evening when I try to go through the steps and put my Canadian number in, I get an error as soon as I hit submit and I cannot proceed. I have seen this happen from the very beginning even before I signed up for the trial and even after I had the active trial. Now I cannot do anything with an active subscription. I’m able to get the discount on the ring store, so I know it’s active. I was able to set it up and get into practice mode on the website however the big issue now is that I also can’t remove my old location. And I don’t know if there are issues being in Canada and receiving calls? I’d love a bit of guidance for this. I do miss being able to call in for live support.