Good luck getting your issue resolved.  We've always ordered the CD to be delivered, rather than just trusting the online access to download the program.  Of course, you have to go through the whole update via internet when there is a new update, but it's nice to have to fall back on.  Sometimes we've had issues with the updates not downloading correctly and have to uninstall and reinstall the program.  So having the cd to do that is definitely handy!