I had trouble with Incredimail after 2 years hassle free, couldn't get any response from their support people either. In the end I got rid of it and returned to just using Outlook Express. After updating Incredimail to the new version all my folders disappeared and I had umpteen folders called 'easyJet' one of my original folders. I eventually found all my messages in a message store, but they all had to be converted to go into OE. If you wish to go down this route you will need to download something called 'IncrediConvert' (do a google search for it). I think I kept a record somewhere of how you find the message store, respond to this if you want me to dig it out.