Hi Dawn. Welcome to justanswer.
Have you tried running the various cleaning processes present under Maintenance tab?
Reply so that I can guide you through
Are you using Windows computer?
Yes if your issue is not resolved then the amount will be refunded to you. Remote Assistance is a quicker process. let me know how you would like to proceed.
Once you click this link below(CLICK HERE)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.
We are connected now.
You can ask about the cleaning service charges/visit at home from the online chat. CLICK HERE