Hello. My name is***** can help you with your question.
Are you saying that when you start the tablet up, it never boots into the operating system? If so, you may have to do a complete reset of the tablet which would be a step beyond just a simple reset. If you don't know how to do a full reset and factory white, please let me know the model number of the tablet and I can find you specific instructions.
I do not have access to your account information. For anything billing related, please contact customer service using the contact us link at the bottom of each page on the site.