Hello James,

Thank you for reaching out to us.

Make sure that you have deactivated the old license and that you have entered new purchase code in Amelia activations settings and then you need to activate the license and purge the cache.

We can see that you have opened a ticket with the purchase code that is from your Basic license not from pro. So please check this.

If you do not see your packages option please try to reinstall Amelia to latest version that you can download from your profile in our store and also we are sending you a short instruction on how to update Amelia to the latest version.

Go to Amelia Settings/Activation, and make sure that the "Delete Amelia content" slider is disabled. 

Then, go to your Plugins section and deactivate the plugin. If you're using WordPress 5.8+, you'll be able to go to the Plugins section/Add New, and upload the file you previously downloaded.

When you upload the file, WordPress will inform you that you're replacing the plugin with the new version, so just confirm that. After the plugin is installed, activate it, and make sure to purge all cache from your website.

If you still don't see it, please try the following

1. Click on F12, then right-click on the refresh arrow of your browser and select the clear cache and hard reload option and after that packages should appear

2. You can try to access it from a different browser

3. Try to access the backup from another device and that option should appear.

Hope this helps.

Hello James,

You do not have to ask for a refund you can just click on upgrade license and you will pay the difference between licenses. This is an easier and faster solution.

Please try out this and let us know how it goes.

Hope this helps. 

Hello James,

Please log in to http://store.tms-plugins.com/ and under "My Licenses" click on the Three Dots on the right-hand side of the license you want to submit a refund request for:

If you don't see it, that means that the 15-day money-back guarantee period ended, and as per our refund policies (Amelia Refund Policy, wpDataTables Refund Policy), you're no longer eligible for a refund. After you submit a refund request, you will not receive any confirmation emails, but you will see that the button is grayed out:

That means that the refund request is successfully submitted and that you will receive your refund in 5 - 7 business days. 

Hello again James,

I can see now that this is a duplicate ticket, and we already covered this topic in another ticket:

https://tmsplugins.ticksy.com/ticket/3366814/

For future reference, please don't open multiple tickets with the same topic, as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) or inform you that the ticket has been submitted more than once.

We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue, it will not speed anything up. We try to be as fast as possible, so thank you for your patience!

If you have any questions or concerns about another topic, please feel free to open a new ticket, and we'll gladly help you out!

Thank you for your understanding!

We wish you all the best.

Have a nice day. 

Hello again James,

Everything goes through us and this platform, but opening the duplicate ticket won't get you an answer faster since we do them in the order in which they arrive. And if 2 agents are working on the same ticket it wastes time and it slowes us down.

If you have any more questions please open a new separate ticket for each question and we will gladly help you there.

We wish you all the best.

Have a nice day.