If you purchased from us direct then make sure to use the support firm on our website where you purchased it and reference your order number as well. I am out of the country atm (spent 9hrs with Taigen today actually) and responses are taking a bit longer than our normal 24-48 I strive for. However we do have techs at the warehouse and should be able to get this taken care of asap however if you didn't purchase direct from us you must go through them first. Either way as long as it was a US purchase you should be covered!