Hi- sorry I can't help you. However, I would suggest clearing cache, etc. and then writing support stating that you have already done that part, as I find usually that is their first recommendation. It will save you a step back and forth. (Of course, be sure you do actually do it).
Hope this saves you a step back & forth.
Vickie
http://stores.ebay.com/VICKIES-VARIETY?_rdc=1