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 FULL Make & Model Number of the device you are working with? I suspect that is a Garmin Nuvi, but need to make sure.
2) Do you have the tools to take the device apart yet?
We experts are "users" of this site - just like you - and have no access to ANY of your private information or account. But YOU should be able to manage your account by clicking the "my account" link on your side of this system.
If you have ANY concerns about your account or site operation, You can contact the Customer Service department at the following page:http://ww2.justanswer.com/help
Please let me know if you have any more questions - about your device - now or in the future.
Take Care, Greg A.