How do I get my product changed from monthly to prepaid

I bought the software license to photoshop elements 13 and premiere elements 13.  I had to get help from them to download.  The first time I went to use it I was told I needed to be connected to the internet so I realised it had been registered incorrectly. 
I have been chatting with someone there who is now refusing to help me because I saved the programs onto an external drive.  What can I do?  I'm really upset.  Can someone help me please?

Please post Photoshop Elements related queries over at
http://forums.adobe.com/community/photoshop_elements

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    Message Received: May 04 2015, 04:52 PM
    From: "dj_paige" <[email protected]>
    To: "Carlo Bragagnolo" <[email protected]>
    Cc:
    Subject:  I have just sought  to update my lightroom and am now unable to access the develop function and get a note stating that I have
    reduced functionality what it this about and how do I get my product back
    dj_paige  created the discussion
    "I have just sought  to update my lightroom and am now unable to access the develop function and get a note stating that I have reduced functionality what it
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    To view the discussion, visit: https://forums.adobe.com/message/7510559#7510559
    >

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