I'd suggest to go to their support page, and find "contact support". Either contact them by e-mail, or if you've got the time to work thru this live with them, use their "live support" (which is an online chat session). The few times I've used their live support, I've always gotten great service and got things straightened out right away. I'd really encourage you to use their live chat service on this one.

Bruce


Macbook Pro 2018
2.6 GHz 6-core Intel Core i7, 16 GB RAM
OS Monterey
BIAB for Mac 2022