Seriously, we went the extra mile to actually purchase the software and I would bet that 90% of the users have a fair idea about how to use a computer. We get pat answers like "You didn't turn off cookies like recommended"... Oh excuse me please.. the cookies are turned off..like the man said.. Oh oh.. I see no response to that, and furthermore no response to the problem. I have the same problem and I think that the non-responsiveness of this company warrants a refund. Epic fail.