Hello and thanks for your question.
As of first step we will verify if you're using the correct Apple id or not.
Please click this link: https://iforgot.apple.com/password/verify/appleid#!§ion=appleid
Then fill up the form and press continue.
Are you talking to me via your computer?
If yes, then I would like to connect to your computer remotely and help you with your issue.
Please let me know once you're ready.