Can’t Access Pro after Renewal

We have a regular subscription to Download Manager Pro. We have a confirmed order that our subscription has renewed but our dashboard shows it has expired. We have tried resolving the order but it still does not show. We also do not have access to a valid license key. I have repeatedly tried to contact support but get no reply. I’m unable to post this to the Pro section of the support site because our license is not valid. Can you please provide some guidance?