efiling not finding access to our account

SUGGESTED

When we start to run efiling, it stops and says that we need a subscription plan (which we do have), and access to the internet (which it does). I enter the login and password information that I normally do, to access the https://customers.sagenorthamerica.com  website, but it says it can't verify our information. Do I need to create a new account with login credentials somewhere else?  and what URL should I be typing in, in the first bar?