Dear Eloise N.,
Sorry for the inconvenience.
In your case, to protect the customer privacy, please contact our after-sale customer services as below.
There we have specific technical staffs to help you solve your problem.
1. Go to " contact us " or the below link to email the after-sale customer service.
If access via the computer:
https://www.newchic.com/Contact-Us-hc10.html
If access via the phone/mobile:
https://pwa.newchic.com/customer-service
(Slide to the "After-sale Topics", choose a topic and click on "E-mail Us Now")
Customer Service response time: Within 24 hours

If you want to get the quick response in urgent case, please contact us by live chat as live chat is available 24/7.
Our customer services will check it carefully and then offer you a reasonable solution according to the return policy. https://www.newchic.com/return-and-refund-hc162.html
Thank you.