This is a duplicate. You only need to post in one location. They all come to the same department.
I think I just replied to you in support but I don't have your email here. If you have not submitted a ticket to support, please do as this would be an account issue and we would not answer here for privacy risks.
Here is the link if you need it: help.hatchembroidery.com/hc/en-us/requests/new