Please, help me with License activation

I have a Cubase 7.5 license. I decided to upgrade it to version 11. And paid for update. But elicenser writes that it can’t find a suitable license for 11 on the usb token. Download access code and accose core were in the letter from Steinberg, Maybe the problem is that I did not buy it, although it seemed to me that I bought it. What did I do wrong? How can I get a technical support contact? If you bought the wrong one, can you pay extra and buy the right license?Thanks

if you bought the wrong one, you can return it.

Did you get an email receipt, or an email from steinberg after purchase?