Upgrade did not work

On 11/25/20, I purchased the upgrade from Cubase Pro 10 to Pro 11. However, the upgrade didn’t work. I’m using a MacBook Pro with Catalina version 10.5.7. I emailed Steinberg/Cubase at supportreply@yamaha.com, but I just got an automated response. No one ever contacted me. What can I do to fix this?

Thank you,
(Nithin Cherian’s friend) -Malcolm Moore

what do you mean by “the upgrade didn’t work” ?