Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.If its a Mac, please check the OSX version as follows, Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.
I dont have to have access to your machine. But I do have to have time to read, and then consider and type a response.
And each time you message I have to stop typing and check what you said to see if you relayed any needed info.
This link will help you contact customer service, or request a refund. We arent microsoft, hence why we do charge for the support we provide.