@Christine2658 There have been a lot of tech glitches on the platform lately. What you can try is to use a different device- i.e. if using the phone app, try on a computer or vice versa, and also try using a different browser- some work better for Airbnb site than others. Chrome is usually a good one.
If you still can't get it to work, you'll have to contact customer service- just be aware that response time is really slow right now, and you may have a long wait. Better to message than phone since there are currently up to 1 and a half or more hour phone wait times.