This is not the place to get any help from the "Back End Team". This is a user to user forum and we can't help with your problem. When you go to the chat support, tell them all they need to do is to deactivate your prior installations. If the chat rep. still doesn't recognize the problem, ask to chat with a supervisor. If that doesn't work, come back and let us know, and I will try to get you to the right people.