Reloading trial version or changing from web to download

I have a student that loaded the free trial and did not mean to get the web version. Her trial is up and she wants to reload the downloadable trial to continue her coursework. She can download the free trial but when she goes to launch and open the software it gives her the error her trial has expired. We have uninstalled and tried to reinstall twice. She is using a Mac. Anyone know a fix for this issue?

Once the 30-day trial has expired it’s expired. Might be possible to contact Customer Support and see if they will take pity on the student.

Thanks I just tried to contact them and their system is down.

I’m curious by what logic you expect to get the trial again, and if you are teaching why does your profile say you are using the free trial?