I email tons of people and get about 200 emails a day. You either need to start complying with the info posted in this thread to obtain support as in leave a url and test login here. I have no idea what site or who you are at this point.
As far as you purchasing an upgrade thats up to you to discuss that with sales. There are no uncompleted upgrades on the installer schedule so you probally have not completed or sent in the paperwork for that.