Use that link to get to Freshdesk : https://sbs-support.solvay.com/fr/support/home

You can create a ticket and explane to us what is your problem. Refer to this video and following these steps to create your ticket:

https://drive.google.com/file/d/0ByU4D8VFIENTRFpKR3dVWmJVb1E/view

Our team will take care of you and solve your issue as soon as possible.