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Hi there and welcome
Can you tell me please when you were last able to access your account?
Please let me know
Ok, then it looks like it has been used before.
Have you setup an account here before?
Ok, try to sign in using an existing account then choose to reset the password ***** a reset password ***** is sent to your email account.
Once done, reset the password ***** sign in using it
Let me know the results please.
Cann I connect to your computer please and we will do this together
It will not cost you anything extra
Can you double check the ID as it says it is not correct or you closed the program (you need to leave it open)
you did, open it again and give me new password ***** leave it open
yes that works