For all the peole complaining about support and hard to contact. It is really not that difficult and I usually do not have a problem contacting them.

Try:
1. support@support.sofaware.com - you get immediate reply with case number. They usually respond within 24 hrs.
2. Logon to the sofaware site and look for the live help, I have had best luck during the the evenings on week days between 5pm & 7pm from the central time zone. I am not sure when the live help starts in the morning - I assume 10am from central time zone. I can see this as a problem for those who work 8-5 on the west coast.

I hope this helps.

Online Chat is available on:
Sunday - 09:30AM-06:00PM(18:00) GMT+3
Monday - Friday: 08:30AM-04:00AM GMT+3