If you want to change the email address associated with your account, you can do that on this page:
https://www.ikmultimedia.com/userarea/account/.
If not, as this is not a company Support forum, the best thing to do is contact Sales / Account Support via the IKM web site, who can look at your User Account and see what's going on.. Search the FAQs first, as there may be relevant results. After that, you should see a
[Contact Support] button at the bottom of the page, linking you to the Support form.