Hello, this is customer service. I'm here to help you.
I've checked your account - and everything looks good on our end. your premium subscription is active (notice the nice icon next to your name above) - in addition it appears you've been able to log on just fine to our site with no problems.
Regarding ARC500 - have you checked any security software or firewalls that you have in place that might be blocking ARC500 from connecting to the Internet?
I'm moving to the Software support forum...
I have the exact same problem all all my Butel software now as well, 396, 996, and the new XT, same INIT no ok can't read user data, I have all the latest versions of the software from Butel installed and I have also tried with windows firewall and my Avira security software turned off as well as with two different ISP's, I have Rogers cable and also a 3G wireless connection from Telus and same result with both.
I did a bit of experimenting with other software and it connects fine to the RR database and downloads, I also looked at my profile and it looks like a premium member which means it should work.
I am having this problem on all Butel software on both laptops, one is running Windows 7 pro 64 bit and the other Windows 7 pro 32 bit.
I guess in the mean time I guess I will be doing a lot of manual typing!
mark