Hi there!
Thanks for getting in touch–sorry to hear you’re having some trouble here! I’m afraid we’re not able to assist with technical support issues here in pre-sales, but we’d be happy to help you over on our WordPress.org forums (for free support) or our premium forums here (if you have an active license and are logged in to your account). If you wouldn’t mind creating a new post with the details of your issue, one of our support staff at either location would be glad to assist!
Thank you, and let us know if there’s anything else we can do for you!