Sorry to hear about the trouble. We'd like to help. Mind sharing more info about the issue so that we can look into it? Thanks.
Hi Sonetta, just to confirm what device are you using? We're happy to help troubleshoot or you can use this step-by-step process: https://goo.gl/MZ4Ss3
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Appreciate it. Here's an additional guide that may help you regain access (it covers more scenarios): https://goo.gl/q2Ijwz . Hope it helps!
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