Unable to load another realm World on the New realm on Windows 10

Hi,

We created a realm with some Friends on Windows 10. Then the Friend who created/payed stopped playing. So he sent us the backup. We had trouble at first to open a New realm in ordre to load the backup into.

At the end we managed to open a realm correctly. But loading the backup wasnot possible. We tried again a few days later, but we still have this :

Replace the World (upload complete) and then it freeze on the next loading (see capture).

Do you have any Idea ?

We are paying but can't play

Best,

Souphiane