Are you able to give some more information for them to help you out if possible? I know when I buy more datasets (and I agree they are awesome!) I go through the HL screen under the license tab at the very top. It brings a drop down menu and the bottom of the drop down there is a Purchase Data Package. This seems to be the easiest approach and has worked for me everytime. After that just follow directions
I hope this helps?
Either way I wish you well and hope this gets resolved for you sooner rather then later.
-jon