Rekordbox not activating despite a current subscription

Hi there, I'm more posting this on behalf of my friend, as I'm trying to sort it out for her. Basically the problem is she has a current subscription for rekordbox, and a working internet connection, but it won't connect at all to allow her to use performance mode by saying that her subscription has expired. We've tried archived versions, the new version and already submitted a problem query to tech support 2 days ago with regards to this, and not heard anything yet. Seriously this is a bit of a joke in all honesty, when you're relying on software like this for professional usage.