Hi Debbie! This may be a silly question, but just to confirm: are you moving up from a previous Apple device?
If so, we'll need to make sure you're signed in with the same Apple ID you were previously using. You can check how you're signed in by going to SETTINGS, then iTUNES & APP STORE. Your currently-signed-in Apple ID will be listed at the top. Is it the same one you previously used?
Thanks for answering these questions to start with. I look forward to hearing back from you!