Substance Painter crashes every time I try to import a model

I just paid for a subscription to Substance Painter, downloaded it, and attempted to properly install the license. My license is #####.license.lic, not license.key as specified in the documentation however.  I can open the program and select a template but when I attempt to open a model file the program crashes.  I am not sure whether I am still opening the trial version or the subscription version but both crash when I attempt to open a model file.  If the license I have is not the correct one I need Adobe to inform as to how to locate the correct license as no communications from Adobe so far have provided it.

Susan Meyer