Help please. Unable to log into existing program

[flitedocnm]

Help, please.

I purchased a ISY994i ZW/IR PRO controller in July of 2016 to control a pool heater. The programming was easy, and the controller worked perfectly. 

But the pool was out of use for some time pending leak repairs, so the controller was also off-line. Pool repair is now done. I  hooked up the controller, and it immediately worked perfectly again. I'd like to modify the program hours to help it heat up, but I can not log in to the controller program on my Macbook Pro. Here's what happened:

I was able to click on the ISY994 icon on my MacBook Pro, and it DID open the program. But I couldn't login. I think I figured out the problem, but now when I click on the icon, absolutely nothing happens. The program doesn't appear. What can I do to be able to login to the program, or at least get rid of the lockout? I think I'll need to start over, but I don't know how to do that. I sent an email to support@universal-devices.com, but received no reply after a number of days. 

A related issue: I was insure if I had ever registered the device back in 2016. I used the info I had to login to my account, but that didn't work. So I assumed that I hadn't registered, and I set up a new registration. But then I discovered that my S/N *had* been registered. So now I can't access my old account, and my new account doesn't have the needed information and I can't re-enter it because it's already there, even if I can't get to it. How can I simply get back to my original account and delete the one? 

If I can't fix this, I'll have to toss out my considerable investment in this device and attached repeaters. That's not what I expected when I purchased this. I really need to be able to login to the program to get this all straightened.
Thank you in advance for any help.

Steve