IRENE MANZONI We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00733198 .

IRENE MANZONI We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00733198 .

I have the same problem - what shall I do?

It is nice that you prioritise customers with a support contract, but I bought the licence and cannot use it. I think this is enough reason NOT to do a selection of customers.

 Loreta Hoffmann 

We do take your problem seriously and we do have a team focussing on making sure issues preventing our users from being able to use the product they've purchased are resolved as quickly as possible.  

But we also have to be mindful of our obligations to customers who have paid for support contracts, and ensure that we are providing all of our customers with the appropriate level of service and support that they require.  Every company has limited resources and often have to make appropriate choices in prioritising work.  We cannot do everything at the same time.

Loreta Hoffmann said:

I have the same problem - what shall I do?

Create a new thread please.  We convert the thread to a support case automatically, and we can't do this for you as you didn't create this thread.