FYI - just in case it helps someone, the steps I went through were.
1. Emailed the support address first and outlined my situation.
2. They responded with an email stating the best option would be to call, and provided the telephone number but MOST IMPORTANTLY gave me a case number to quote.
3. When I called the support, I immediately asked to quote the case number and the guy was able to read my situation from there and helped.
Just thought I'd list my steps in case it helps anyone...