Hi Alice,
It’s too hard to explain all the process via this forum, here is the related topic, please read and follow the instructions, you can also search youtube video tutorials.
But if you want, we can activate it instead of you, In order to assist we need to check your website from the back end, please install this 3rd party plugin “Temporary Login Without Password Plugin” which allows us to access your dashboard without sharing access details.
To better understand how the plugin works, please watch the video guide below: https://www.youtube.com/watch?v=EMu0e78OpJo
Please make sure to mark your reply as private to hide it from the public.
Kind Regards
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