I need a go pro expert

i have a go pro 9 and i can't download onto my computer. i also can't get the app to work in NZ to get my footage from cloud. i can't get anyone from gopro to help. also while trying to update my macbook air data from my SD (that i can't download) dissapeared. When last using my go pro it got stuck on the 'max' setting and now i can't view any of the files. general nightmare. gopro support didn't help - they just send me a link to download - which didn't work. terrible customer service of lack of...