Alarm sound challenge when setting up

I installed a Ring device about two months ago and the device was working OK. However someone ripped out the wires and I am reinstalling a RING doorbell. I have tested the device and power is getting to it OK. Light appears on the front when ever a person approaches the Ring device. The Ring device replaced a previous old doorbell button. After removing the old outside button, the electrical wires that supplied the previous doorbell, when touched together cause the bell inside the house to sound so I know that part of the system is working OK. However when I now ring the Ring bell the sound does not work? Can anyone suggest why? Additionally I have made a mistake in trying to reinstall the Ring device as I used the wrong email address and the device seems locked can anyone help me out on this one please? I have tried to use the chat function both on my phone and on my computer and all that happens when you click “chat with us” is that you get an image file . On trying to use the phone support you get into a loop system whereby you never progress to talking to someone who could help. Any ideas on these problems would be much appreciated thank you