Unable to start a free trial

Hi there

When logged into Logos.com I am unable to start a free 30 day trial, however when I open the same page in a private browsing tab (e.g. not logged in) I can see the Start Free Trial option.  How can an existing customer start a free trial?

My understanding from a post by Logos was that only new customers get a free trial, existing customers get lower prices.

Paul - Did you have a free trial of Faithlife Connect? I wonder if that is what disqualifies you.