Can’t get the DJI GO app to work

[Jimmybee]

Forgot my password and sent a request to change, and all I get is a request from Skypixel....never hear from DJI, tried for 2 long days and am getting nowhere...do I need to have the controller and aircraft on?...tried everything, deleted the app, re-installed...still can’t get it working..the app is on an apple I pad...my solo license was easier to get than this app...any suggestions

 

[Bakersfield Quad]

Slow down explain step by step, what is or is not happening.