Hello and welcome to JustAnswer, I look forward to assisting you today. I presume you have the recovery app installed on the USB drive, is that correct?
Okay good. Did you restart your laptop in recovery mode?
Remote assistance will not be available to you since you are unable to start the affected laptop.
I can instruct you in starting recovery mode if you are unsure how to proceed?
Still with me?
If you have a Chromebook with a keyboard, press and hold Esc + Refresh keys, then press Power Power. Let go of Power, then let go of the other keys. Is this how you tried to restart?
You are on the Chromebook?
I cannot send emails directly to you if that is what you are asking?
Correct. Do not have the USB drive plugged in until it asks for it. Restart again using the above instructions then follow the on screen instructions after that.
What is on another computer?
Well I could except for two problems. One is when you requested Premium Service, your payment failed. That you can try again as it may just have been a glitch? The other problem is, connecting to the computer you are using now wouldn't allow me access to the Chromebook unless you are trying to show me something else?
Okay. I will open the Premium Service offer to you again. Just accept it and I will setup a remote session.
Did you get the Premium offer?
I can still try to walk you through the process without the remote service if you like?
You have to make sure you have the Chromebook restore app installed on the USB drive. If you don't know for sure, I can assist you with downloading it again. After you have that installed, then follow the above instructions again and that should restore your Chromebook.