It's okay I finally got through to chat support this morning and the account listed in the picture actually doesn't even exist. They told us that this was all wrong and gave us the correct sign in ID for the account and sure enough after changing this password, we got in and added a form of payment and subbed now, he's downloading all of the updates to the game and should be ready to play tonight. I'm sorry for all the headache this caused everyone on this fourm! thank you again for helping us! see you soon!