Signing into my account

I sign into AVG using my email address & password.  Works fine, however if I decide to delete something in quarantine, a box appears with my name, (not my email), & it asks for my password.  I enter my password but the box jiggles & won't accept it.  How come I am able to sign into my account with no problem but not into the "delete" from quarantine area?  I was on live chat but the tech. suggested I try here.

Thanks for any advice.

Hello Gerene,
We are sorry to know about the inconvenience caused. To assist you further in checking your account details and to guide you to resolve the issue, I suggest you to contact AVG Technical Support team by clicking on http://avgclick.me/AVGtechnical .The phone support numbers are United States: +1 925 732 4274, Great Britain: +44 116 366 8542, Australia: +61 2 8103 4937 .NOTE: Calls from outside the US, UK or AU may be subject to international charges from your telephone provider. Thank you.