Thanks for contacting us.
Please record a video of the problem, and provide temporary wp-admin + FTP access to the dev site.
Create an account via Dashboard (Users > Add new) with administrator role http://prntscr.com/s3rc9m > provide us with username and password via the Private Content area http://prntscr.com/s5mao7 You can use any email for it.
ftp access: If you do not know how to create FTP contact with your hosting provider, they will help you.
One standard license is valid only for 1 project. Running multiple projects on a single license is a copyright violation.