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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.
Do you have a computer we can go through the recovery with? (it usually gives more 'options' from a desktop
and easier to open several tabs to recover than other devices)
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.