Dear catherine barton
Good day! Thank you for posting to Microsoft Community. We are happy to help you!
To better help you, I need to confirm with you whether the personl account you said is outlook.com or hotmail.com? Since through your post category, it shows as Microsoft365 for Business account. So I need to check with you.
If there is any update, please be kindly to update me. I will continue to help you based on the information you provide.
Thanks in advance for your understanding! Your patience and cooperation will be highly appreciated. Hope you all the best! Happy new year to you!
Sincerely,
Katherine