If you're having trouble, could you tell me more about what is happening?
If you are on a computer, are you listening from:
A Mac or Windows computer?
Our website, or the desktop app?
If you're listening from the website, what browser are you using?
If you are on a device, what is the make and model?
Is there an error message? If so, what does it say?
Can you send a screenshot of what you're seeing? (If you're not sure how to take a screenshot, just let me know and I'll be happy to provide you with some additional steps.)