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Hello Phyllis! Thank you for your question. I will be assisting you today.I'm sorry about the issue. What's the model of your reader? Is it new? Did you have an account previously?Also, do you have windows or mac computer?Can you please click on the website below, and allow the ScreenConnect remote program to run, then we can chat, and I will be able to help you directly:http://18.104.22.168:8040/?Session=e0de49d2-284c-4ed5-97cc-188768b8d08dThank you,