Hi Jacinta,
Hope you are well.
I have reviewed your query.
I would suggest you to please contact our Support team as it seems that this issue needs a thorough investigation. You can create a case with our support (US & Canada) > Press 1 for Event cloud > Press 1 for Setting Up Event > Press 1 for Events > Press 1 again for Managing Event and a product consultant will check about this and if necessary, they might escalate the issue to the Technology team for further research.
I hope this helps.
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Raashi Semwal Khati
Senior Quality Analyst
Cvent
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