My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
The best option will be to use a screen connect remote session so that I can connect to your computer directly and check on this for you.
I will send you the info.
I am not sure about any of the fees. I only do the tech support. However our service is backed by 100 % guarantee and customer service will be glad to answer any account questions for you.