Cannot Retreive Program

The Webroot  malware problem wiped out my wife's speech program. (She's blind.)  I've been most of the morning on the phone with the software developer trying to get her back online--so far with no success.  .  We've tried wiping and reloading the program and even that doesn't work.  Nobody can figure out why. The program will not validate her product code--one which she just acquired last month.  Now, we've been escalated twice.  My wife is going crazy nuts without computer access. Prior to late February we'd aleays used Norton.  You can only imagine what I'm hearing.