Hello and welcome to the forum.
When did you get T-RackS 5 MAX and have you Registered / Authorised it?
Please contact
Sales Support who can look at your Account and may be able to do something. Response time normally is within 2 working days (US (East Coast) Business hours, generally), but in the current circumstances please allow some more time. Administrators and Moderators here cannot access your Account, nor consider such exchanges.