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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(284.8, 15%, 37%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EOI%3C/text%3E%3C/svg%3E)
Sorry to hear you're having trouble.
However, if you have already spoken with support and have a reference number for that chat I would like to recommend starting an new online chat via https://support.microsoft.com and click on Contact Us then follow the instructions provided until you reach a person. Quote the reference number to them and they should be able to help.