If you have actually got the same EA 'Deep Neural Network EA V.2.6' from our support email, then you have to contact the same support email for any questions or customer support.
We don't provide any customer support here as well as don't allow anyone spamming our thread with continuous chatting or continuous posts in this thread. This thread is only for educational purpose to discuss the algo used in the EA and how to improve the algo.
If the EA has not placed any trades yet, then the only way to fix is by contacting them directly and they can only help to figure out the problem with your particular mt4 account or broker.
Artificial General Intelligence