Sorry to hear you are heaving issues.
Following what Sade has indicated, can you please check if you have the same e-mail address as you’ve registered to the site in this file:
C:Users_user_name_AppDataRoamingePic Character Generatoremail.txt
If this is the same it should work now – I’ve checked your purchase and it is verified in the system.
Let us know if you face any other problems.