I have been trying to get my 2021 Taxes. When I log in, I can not find it. When I ask the help chat, it tells me I have another account with the same email. Please help

I am not sure how you can have 2 accounts with the same username? When I used my DOB and SSN to look up my accounts, it says that it finds 0 accounts that match. Can I just get my 2021 return that I paid for to be completed a year ago??? Not sure why this is so difficult.