Same with me… I am really disspointed with the support.. Major issues and we need to wait for somebody to wake up and look at these posts and then they answer each one separetly instead of fixing he same issue that everybody has…!!! But of course when it comes to processing your payment everything works super smooth…!!!
Sometimes it happens in WordPress that while theme uploading it shows incompatible Archive error. What you have to do is, wherever is your zip file located locally, you need to extract the zip (double-click on the file) and then recompress it. Then upload that new compressed file.
If you have any site data available, kindly create a backup of your website data before activating the premium theme.