Hi Kathleen. Welcome to justanswer.
Have you tried resetting the account password?
Once you click the link(http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=8364def7-80c6-4b68-9b58-4a8a449a13f4)You will be redirected to a page. Press I Agree and a file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
You have not started the session yet, please do it asap so that I can connect to you.