Not receiving what I've paid for?

Android products
1

Hi I have paid for Ultimate but not receiving it… Carnt make head or tail of emailing them direct?? Can anyone advise. 
thanks Shelley

3

Hi Shelley,

We're glad to help you through this channel.
Upon checking your account, we're unable to find the subscription. It might be under your alternate account.
As it isn't recommended to share the account/order info over this public post, we've sent you an email requesting them.
Please revert to us via email to proceed further.

2

Hi Shelley,

We're glad to help you through this channel.
Upon checking your account, we're unable to find the subscription. It might be under your alternate account.
As it isn't recommended to share the account/order info over this public post, we've sent you an email requesting them.
Please revert to us via email to proceed further.