unable to open mi realm

hi, im having real issue connecting to my own server, i had this issue for almost 3 days and i already follow the troubleshooting steps that support gave me.

the rest of my guests can open the server normally when i tried to enter the screens frezzes and stays in the loging screen, i can hear the voice chag like i was in the game but im still in the login screen.

im paying for that server and everyone can log in except for me ._.