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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.
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.
What make/model is your device?
Changing your password ***** ***** going to help here. Not sure why they went that direction.
Can you tell me a little more about what happened?