I don't know why...
If the problem is fixable, I am sure that our tech team definitely works on the problem.  
Julia, I can't fix your problem.  Sorry.  
You have to directly contact to our tech team.  
Do me a favor?
Can you send email to  
  once again?
You have to verify the problem you've been facing to with details.  
Once again, I feel sorry for you.  
cheers,
Tim  
