Hi June! My name is***** am sorry that you are having this trouble. It would be my pleasure to assist you. I'll need to ask a few questions in order to best help you. Are you trying to use Google search, Google mail, Google photos, Google drive or a different Google service? Are you trying to use it on your computer, or on a phone or a tablet. Once I know this I shoudl be able to provide detailed instructions for resolving the problem.