Hello & Welcome to JustAnswer. Thank you for your question.
May i connect with you remotely to troubleshoot the issue directly? Thanks
You can request cancellation by mailing***@******.***. Since i am a tech only, i do not have access to billing, refunds and cancellations. If you want to continue, you can let me know here. You still have the choice to cancel after we've tried that way you get a chance to have it fixed.