Problem with upgrade of my licence

Hi,
We have a license on version 4 (My first Mac), now I buy a upgrade license (subscription) to new version 16, but we have a error.
My account is renatomcribeiro@gmail.com. I send to email to support and don't have any answer in 2 days.

We buy upgrade because we don't see problem with this. (don't see restrictions on website about that)

 

Hi, please sorry for the delay in response.
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