Something wrong with the plugin

it seems that i have bought the email customizer already before for my site but where not able to make it work. I see now i bought him again for the same site. When i try to make a support ticket it seems it looks to the last time i bought the plugin because i see i cannot make a support ticket becauusue its expired.

I tried to install the plugin over my existing free version but its not upgrading the old one. I still see only the free version. i am afraid to remove the free version because i put there so much time in to customize.

can someone help me with refund of the last one and help me to get the premium work.

with kind regards Roy