Hey @grneal. It seems like you may need to reach out to our support team on this concern. Could you 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.
@grneal Our chat team has a very limited scope of support at this time and cannot help out with troubleshooting your device, so you will need to call for this. As we recently just got chat support back up due to having it down from COVID-19 limitations, we are hoping to expand their scope in the future, and appreciate your patience in the meantime.