We apologize for the inconvenience.
Would you please kindly cooperate us then the R&D could check your problem exactly, and next you could continue with your project?
It's really helpful if you could send us your video that the R&D could check, then to get your problem fixed.
And you know, the problem may occur due to different processing environment. As you could see, we just hope for your cooperation to get your problem fixed asap.
And according to the refund policy, we also need to confirm the issue before issuing refund.
PS: The support email address is firstname.lastname@example.org
Thanks in advance,