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) What is the "status" of your device right now? That is, does it work well, have good battery life, etc.?
2) WHEN was the last time the device was used successfully?
3) WHEN was the last time the device was updated?
Sorry for any delay - my computer is giving me connection issues..
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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
You should also have an option in the upper right corner of that page to contact Customer Service via email, chat, or phone.
Please let me know if you would like to continue with your question.