Element 5 sent this, so if you send them your details as requested here, they will look in to it
Thank you for your e-mail.
Unfortunately, we cannot locate your order in our database with the information you provided in your message.
We would be happy to help you begin to resolve your issue if you can provide us with the following information to assist us in our search for your order.
When you submitted your order, we displayed a reference number, or order number, on the web screen. Could you kindly provide us with this number?
If you are unable to provide us with the reference number, we can also locate your order by searching for the exact e-mail address you entered into our order form, the full name you entered into our order form, or the company name, if applicable, that you instructed us to register your software to. Although we can not search for your order by your billing address, please include your billing address for verification purposes.
In addition, we recommend that you check your records to make sure that you really purchased via element 5, as it is possible that you ordered via a different service.
We look forward to assisting you with this matter, and thank you for your cooperation.