I would ask your partner to check his trash bin for the email as customer service would have indeed sent an install document to the email address on file for the license. You may want to email firstname.lastname@example.org
if there is any questions on an order or such as this is the support forum and we do not handle customer service issues.
I have laid out how to fix your install from a support standpoint above in my posts. If your partner etc wants us to fix the install as you have stated then you must follow the guidelines in sending that document back to us granting us access to your server. Until that is in hand our installation department can not proceed in fixing your site.
I am sorry for the confusion there seems to be here but even as mjm points out I beleive a couple days ago I stated what needs to be done here for us to perform this work.