Hi there, riebap.

If you haven't follow the troubleshooting steps provided by my colleague AlexV above, you can try performing this steps. These steps can help you fix the issue. However, if you've already tried this one, please contact our specialist to investigate this further.

Here are the steps that can surely walk you through contacting them:

1. At the upper right corner, click the Help menu to see the Contact us button.
2. Then, hit the Contact us button at the bottom part.
3. Add a short description of your concern by entering it inside the What can we help you with? box for example " transfer online client to desktop ".
4. Click the Let's talk button (green one).
5. Select Get a callback to talk yo our specialist.

Please give me an update on how things work for you. Take care!