upstream plugin error and unrecognized user on publishpress.com

ointment,
unfortunately I still carry a big problem in the upstream plugin as the extension must be customized in the field it is damaged during your update and compromises on correct functioning.
After entering the new codes manually, the problem is not resolved. So we tried to buy another paid package and the purchase was successful but we do not understand the reason that when we enter with our new account we can only see the invoice which is also paid, but we are unable to download the extension just paid and does not recognize the user both on the upstream site and on https://publishpress.com/
I would like to know what more can we do? hoping not to have been scammed
Thank you

The page I need help with: [log in to see the link]