Do you have a Samsung or Google account?
If yes, what is the email address please?
okay, I can check on this for you with a Secure Remote Screen Session.
are you on a windows computer now?
okay, thank you. Click on the blue link below and allow the remote session to download and run please>
I am glad we got the issue resolved!
Please let me know if this does not work or if you need any other assistance.
Thank you very much!