Welcome to the AGL Community!
There could be a few causes for this. So that I can identify the cause and ultimately resolve this issue, I'll kindly ask you to send me a quick private message with your AGL account number and email address. You can do this by clicking on my handle (jaydeny).
Using the details you've provided, I have updated some of your information.
Could you please log into your AGL My Account using your browser and let me know how you go?