Avast Backup Problem

Hi, i’m new user of Avast World, but i have a problem, two days ago I make my first backup, but now i need the photos, and when I try to reset to my pictures in my phone, there is always the command "No answer received yet from the device" and on my Nexus 5 will not get any notification. Help me please

UP

Does anyone know how to get a refund? Not satisfied with mobile back up. Gave my money nut says my licence I’d invalid. just want my money back.

This is forum of users. This is not shop.
Do ticket at support page of avast.com