Hello,
I have the same issue, and it's not been resolved for 11 months. Everytime I write to the support they tell me that this issue can take an undetermined amount of time and promise to write back.
11 months.. No one writes me back.
Paid for nothing, and they do not refund the purchase.
p.s. I already recieved an email about subscription renewal. Of course I will cancel it.
yavva
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