Hi Paul,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. I think I responded to you today via email, but I'm not entirely sure. In that email, I know I was able to see both you and your partner's accounts in our system, but now I'm not seeing the account using the "@belcor.london" email address.

Before we do anything here in the support forum, can you let me know if you received an email from me earlier today? If so, can you respond to that email, and we'll continue troubleshooting there instead? I'm going to need information that may be considered sensitive, so it's best to keep this type of support communication in email rather than on public forum threads.