Hi Steve,
Based on this situation, you can try the steps below:
1. Login to Office 365 portal with the administrator account. (https://portal.microsoftonline.com/)
2. Open the Admin page with the link: https://portal.microsoftonline.com/admin/default.aspx
In addition, I will appreciate if some screenshots of the issue can be provided (It's very important for our troubleshooting).
You can click Use rich formatting and upload the screenshot through the button below:
(Please hide the personal information on the screenshot)
Regards,
Wilfred Ying