Hi addiscentis. In order to get the help that you need, I recommend submitting a Support Request. Here’s a link to our Customer Support Site so you can get the process started:
https://ldw.zendesk.com . At the upper-right of the page (above the “Sign In” button) is a “Submit a request” link. Just click on it, answer the questions as best you can and click "Submit."
Good luck!