First things first - do you usually process over the internet or via a phone line? If you usually process via the phone, we will need to change your communication style to enable you to process via the internet. Give us a call at 408-295-8360.
If you usually process via the Internet, watch this video and follow the steps: https://www.youtube.com/watch?v=ZjyYVKG7CRg
If this doesn't help, give us a call at 408-295-8360 so we can dig deeper.