Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Are you using a Windows computer or a Mac?
Also, can I remotely access your computer so that I can directly fix the problem while you watch?
Remote access is an optional additional service offer with a minimal one-time flat fee ($15) regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.
Please let me know if you want this remote option.