Live Chat

I have bee trying to reach an agent via chat for 2 days now, every time I click "Start Chat" it gives the same message
"A chat is already in progress on this account please resume or end chat to start a new chat" but there hasn't been a chat on progress....
I have checked the app itself to see if it needed to be updated I have closed all tabs as well as all apps and it's still will not allow me to chat with an agent