Hi Lisa,
That is not a problem.
It must be a simple settings issue.
Kindly provide us the following info –
– Screenshot of the plugin settings page
– Enable debug option in plugin settings page and then place an order from the cart page. You will see a request and response info. Copy this in a text file and send it to us.
We will analyze the debug response and immediately provide you the solution.
NOTE :Please provide these details in a ticket to our support team as the details may contain sensitive data regarding your account.