Hi Janice,

Thank you for contacting us and I am sorry about the issue you are experiencing. Unfortunately, I need a lot more information about your issue in order to be able to help you. Can  you provide some information? From checking our system, it looks like you created an account in May 2017. If you have forgotten your account's password, you can learn how to reset your account and create a new account password here: https://support.msecure.com/support/solutions/articles/36000064228