First things first, please check that you are logged in with the correct account.

Your PNP account may be tied to a different email than you iTunes, Google Play or Paypal account.
If you originally logged in via Facebook, Google, or iTunes Connect, be sure to use the same login method to access the same account.

Finally, if you shared an account with a partner to create videos for your family, is it possible that it was made with their email address?

If none of these is the case, please let us know HERE. The elves will need to know what email address your account is tied to, and if you have any purchase receipts this will help them investigate.

Can we do better? Let us know how here.