Hi recentmom2004,
Please file a support case regarding this issue using the appropriate link on our help page:
http://www.auctiva.com/free_auction_software_help/help.aspx
Additional potentially useful information regarding this issue can be found on the following thread:
https://community.auctiva.com/eve/forums/a/tpc/f/455609321/m/334102759
-Mike