[Mod Edit: moved to the forum for the IK Product Manager]
Hello and welcome to the forum.
I am sorry to hear about the problems you are running into.
As this is primarily a user to user forum, someone-else may chime in [#]. Meanwhile, the best thing to do is
check the FAQs, via here. If they do not resolve the issue, there is a link at the top to the Technical Support form, for some one to one investigation and help. Response time is usually within 2 working days (US (East Coast) Business hours, generally), but in the current circumstances please allow some more time.
[#] But please remember that the same symptoms do not necessarily mean the same problem.
And, to help others who run into a similar problem, please let us know what you did to resolve the problem, but without directly quoting any correspondence from Support