Hi NelleWright,
I can see why you’d feel that way. The wait time and overall support experience here hasn’t been great.
From what you’ve described, this looks more like a subscription or serial number setup issue than a problem with the file itself.
Unfortunately, there’s not really anything more we can check from the forum side for this one, and it will need support to step in and review the account setup directly.
As you already have a case open, the best next step is to reply to that case and quote case number 03076712 so the team can pick it up again. Alternatively, you can reach out by creating a ticket in My Account or connecting with our live chat team through MOCA, our virtual assistant.
Regards,
Genreve
