Can you try creating a loom video & sharing your issue within a screencast that way it’d be really easy & useful to understand your issues & what should be done to resolve the scenario. Loom is free to use & you can use their cloud storage to store the video & share the url anywhere. Let me know if you can provide this or not. If not you can share some images also if you want of what you’re referring.
Also it seems your purchase code is not valid. Please submit your purchase code to get the support properly. Without a valid purchase code we won’t be able to provide support in any case.