We always recommend installing and reinstalling the font, this often seems to work (the old magic 'switch off' trick). It can also help to uninstall any older versions or formats of the same font that you may already have. Please take care while doing this step so that you don't accidentally delete other fonts in your library. We will not be able to help you retrieve those!
If you still can't get the font to work as expected then please let us know at support@ilovetypography.com and we will do our best to help, or speak to the relevant Foundry Partner on your behalf