A friend of mine from the US had the exact same issue, customer support was also clueless on how to resolve it. He's very mac-savvy and he could not solve it nor did customer support.
He had to return his copy, he told me returning his copy to ancestry has been a REAL struggle as well.
What happened to ancestry? Stability problems with their website (read the acom blog), buggy releases over and over again...few years ago I really liked the company.