Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.If its a Mac, please check the OSX version as follows, Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.
I tried accepting your remote support request, it said payment failed. This usually happens if your bank or credit card blocks the t ransaction and a quick call will clear it up.
In the meantime, i will send the offer back to you to be approved when ready.
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.