Hi Kelsie! I'm so sorry to hear that you've encountered an issue with creating your online My Account :(. I'm happy to help you! Regrettably I wasn't able to locate your account using your email address. Will you please provide either your sponsor number, child's number, or your email address associated with your account? If you are not comfortable with providing this information publicly on this forum, you are also welcome to email us at email@example.com. I look forward to your reply!