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Hi, thanks for using JustAnswer.com I am Cris and will be glad to assist you.
Sorry to hear about your issue and about those trying to scam you. First have you tried to reset the password?
The account in question is a Microsoft account correct?
Please use the link below to start the remote session. Click on Agree then download and run/open the file.
Once you download the file you have to open it so it can run. You have not joined the remote session yet.
Please try the link again.