I’m sorry to hear you’re having trouble using the bulk download tool. I have escalated your issue to our product team, and they are working to resolve the issue. As soon as we have a resolution, we will contact you by email.
You can also download files one at a time by going to https://realtimes.real.com. Just log in to your account, go to Photos & Videos, right-click on a file, and select “Download Original.” In the meantime, we’ve extended your deadline for downloading content to March 7.