Hello & Welcome to Just Answer,
Sorry to hear of any issue you are having with your device.
To help you with this issue, may I ask:1) The AGE of the device?
2) WHEN this issue first began?
3) WHEN did the device last operate SUCCESSFULLY?
We experts here at Just Answer ask questions to get additional detail, to be able to give you exact steps to help you resolve the issue. We can only see posts that are made to this page, and do not control any other part of the system (such as billing). In summary, we are users of the site - just like you.
So if you are concerned about anything other than your device questions, you can address those via the help link that is on almost every screen here, or in your "My Account" link.
Once you have any issues having to do with the operation of the site, please feel free to come back and continue here OR post a new question.
In the mean time, I will opt out of your question.
Take Care, Greg A.