Shipping issue and can’t update pro plugin

Hi, I’m aware that the pro version can access the premium support but our client can’t login to their account and aren’t receiving the forgot password emails. The plugin says the license key is valid but when checking plugin versions it says its up to date but its not as its 5.X.X and the latest is 7. There is an urgent issue which I’m hoping the plugin update will sort. Our client has just submitted a pre sales question new account via your website. Thanks