This is not a customer support site, just a public forum for SMG customers to help each other out. The best advice I can provide you is: 1. Keep trying at the link you provided, persistence often pays off. 2. If you continue to have issues, open a customer support case. 3. If you are NOT a customer or you don't have a support contract, then you should engage with one of YOUR customers, who is also an SMG customer and have THEM open a customer support case.