Usually when I'm helping someone with that issue it has something to do with the back button, and if you hit the back button repeatedly, forget it. Somehow hitting the back button get's you stuck. I just usually have the customer hit the Continental icon at the top in the blue bar, that clears you out of whatever mode your stuck in. You have to start over, but usually clicking on the icon and of course entering your information correctly usually solves the problem on the second try.