Hey @user2099​ Racheal from the support engineer team here👋 

Feel free to write into support so we can take a better look, as there is a number of things that could be happening here. When you write in please send the following information to help us troubleshoot.

1. Permission to log in to your account to investigate the issue (you can grant access by clicking here). You can revoke this access at any time by going to Your account > Account Access 👍
2. A test username and password for your website. This information will be needed when trying to preview the tour to troubleshoot.
3. The URL of the Product Tour. You can grab the URL from your browser bar if you go to Product Tours and click on the Product Tour that isn't working correctly.

thanks...i have tried that, but it's usually a week before I get a reply with support