Hi @DWagstaff, welcome to the forum and thanks for posting. There can be a few causes of this but the most common issue is that the log in name used it not the email address used to set up the BTID. Are you using the correct email address to access your billing account?
Hi @DWagstaff thanks for getting back to me. It sounds like you have already set up an online account possibly with a different email address?
If so you should be able to log in with that email address. You may need to follow the password reset function if you can't remember the password.
If you still can't login or don't remember setting up any previous account then we will Private Message you so we can investigate the cause and help you get this resolved.