I will be the person helping you today. I can see that you may need a little bit of extra help. May I start a secure remote assistance session on your computer and help you resolve the problem? Once the remote session begins, we will be able to communicate via a chat window on your computer.
Okay. I never suggested that you were on a Mac. I understand that you are on a Windows 10 computer. After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today. I will get that remote link ready for you.
Generally speaking, there is an extra charge for the remote session because it requires more of my time.
I have some free time. How about I just do it at no extra charge this time being that you were not aware of the policy?