Cant access the new upgrade

I upgraded yesterday but can't access the program. Every time I try to log in it tells me "User does not exist" All the while I can still open version 2 with the same credentials. I am so confused. I did open a ticket, but they are sleeping when I need the help. It takes 24 hours after each conversation to get any help.

Hello,
I see your ticket and they have asked IT to look at your account. Seems to be something wrong with your account. It could just be your card is slow to release the funds. I see they have your ticket open so they are looking at it. They will reply via the support where they have your email and can access your account. We don't like to discuss account information here.