I have trouble since  before Christmas with this.  It's now March.  You wouldn't believe the hours I've wasted and the unhelpful support I've received.  What's really infuriating is that they have twice sent me an email that they've fixed the issue and I should consider it resolved, and nothing's changed at all.  Today, they again helpfully told me that there is a team working on this issue and I should know soon how to fix it.  When I pointed out this is the same garbage I've been hearing since mid December, she didn't know what to tell me.