Hi there and welcome
Are you able to open the Google Play Store on the phone and search through and install an App? this will show us if the phone has internet, which is needed.
Please let me know.
We will reset the password ***** the account. On your computer
Can you go to www.teamviewer.com
Click on Download in the middle of the page
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect