Detsle... I honestly don't know what to think.
I believe you should write to email@example.com and please add "Attention Neil Banfield", since he did make a reply on the thread and there just isn't anyone who knows more about the program than him. Make sure you add the url of this thread.
You'll receive an "auto-reply". If you don't see it withing 24 hours, please check your "spam/junk" email folders. Save that auto-reply because it has your ticket number, and that's important.
Don't write again until you get an email from an actual person. If you do, your original email will get put at the end of the response line.
I'm really sorry I couldn't help you. You seem to be a very reasonable and polite person, and those people are just a real pleasure to deal with.
I wish you the best of good luck solving your problem. I think you'll find real help from Support... they're really good people and they do want to help. If they try and can't for some technical reason, you would qualify for a refund, and they'll help with that, too.