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Hi Nancy, welcome.When were you last able to access your account?Have you tried any of the recovery options?
Thank you. Please accepting the remote support offer again, then From your computer click the following link:
https://ngmt.screenconnect.com/?Session=79551c07-1b2b-4dc2-b070-54f01b9d7157Then click Join your session -->And run (open) the program that gets downloaded Elsinore.ScreenConnect.ClientLet me know once you've done that or if you need additional steps.Martin