When I try to download my purchased copy of Backup Pro 14 I get the the following error message

If I email the "support" by clicking on link in message, I get a rather curt form reply that states I can't get support for that product.  I am not asking for support for the product, I am asking for support due to an error generated by the Stardock website. When I send that explanation  back to "support" I get (of course) the same reply back. Used to be Stardock stood for excellent customer support, and I have been a customer since the original GalCiv. But this is inexcusable.  Why can I not download the product I have paid for, and have not installed on any other computer? Probably a simple explanation and maybe even my fault, but the, so-called support is terrible and that is on Stardock.