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Janice,
I don't know what is going on, but I would suggest that you contact Genealogy.com and get their help. You shouldn't have to go through all of this.
Please use that Incident Report that you used earlier, where they told you that you didn't have multiple Online Accounts, and let them know that you are still having a problem. Please give them the details of what you can and cant do, including what you see.
Russ
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