That's definitely unusual! We'll need our support team to get involved and resolve this for you.
If you have an ONTRAPORT account please chat Support. You can chat them by using the question mark "help" icon in your account, or by visiting our home page and clicking the chat icon at the bottom - https://ontraport.com
If you have an ONTRApages account, please visit our Facebook support group at https://www.facebook.com/groups/ONTRApagesusercommunity/