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Hi there,

Thanks for reaching out to us.
Kindly send me the product link.

And please give me temporary admin access to your site. I’ll check what is happening there.
You can add new users by going to Users > Add New set the user and password for us, set the role to admin, and set the info here.

And add your site URL, login username, and password in the site login area. Follow this guideline: https://www.useloom.com/share/27c1f2ac633c4060b2da883d946107d7

Hope to hear from you soon!