I keep being told to use a valid BTC wallet even though I am inputting the correct address from my account
Are you certain that you're using a BTC address? Does the address start with a 1
or a 3
or a bc
What wallet application are you using? Name of app and version would be helpful.
Also have you contacted their support team? If yes, what were their thoughts or instructions?
BEWARE of anyone who might contact you in direct message and please NEVER share your private key(s) or seed mnemonic (recovery / backup phrase) with anyone (including support teams).