Hey @LuzCesena. Thank you so much for sharing a picture to reference, along with describing your situation and what you’ve done! I was going to recommend the reset myself, but it seems you may need to reach out to our support team for this. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. Let me know how the call goes, as your answer may help other neighbors.