@mrmlt I recommend that it’s best to call them, as they can direct you better when you’re speaking with a live agent over the phone. Our support team is very friendly and will breeze through any troubleshooting needed for you. Please also make sure you’re home, as they will need you with the device! At max, shouldn’t take more than 20 minutes of your time and you’ll be on you’re way. Hope it goes well. 