Hi there. My name is*****'m sorry that you are having this problem. I will do my best to help. What email program are you using? Are you using a web browser to access it or a program like Outlook, or Thunderbird, or an APP?
Would you consider allowing to me to remotely connect to your computer to work on this while you watch?
I'm sorry but as an independent contractor who provides technical support, I do not have access to billing matters. You can contact Customer Service via email at***@******.***. Have a great day!