Hello,
If you go to your Stardock account do you see Start11 listed in there: https://store.stardock.com/myaccount/products. If yes, you should be able to Purchase Start11v2 or renew ObjectDesktop Subs using these two links or button as shown in my screenshot below.

If, Start11 do not appear under your Stardock account, Please raise support ticket using the link below, use the "product not receive or ask a question" option. Include all information details. Remember to record down the ticket number for future reference if needed. Do not raise multiple ticket, that will make your ticket back to the end of the line. Send once and wait. Ticket will be answer by the order they send in.

https://stardock.atlassian.net/servicedesk/customer/portal/4/group/13

Thanks
Basj,
Stardock Community Assistant

You can still raise a support ticket by using "Ask a Question" option and attached any document you have which linked to your Start11 Ashampoo purchase.

Thank you,

Basj,
Stardock Community Assistant