Hi, I'm Nathan.Sorry to hear that you're having trouble with this but I'll do my best to help you.
Can you tell me the model of your radio?
It should be printed on the back of the main unit and starts with AWR or AWC
I'm just the tech trying to help you, so I cannot do anything with your account. You may do that from the help page however.
If the issue returns, and I expect it will, feel free to get back in touch.