Unable to download mathcad software.

I purchased the "Mathcad Prime 11 Student Edition One-time License" and I am unable to download the software. I am unable to open a support case due to "insufficient privileges." Other times I am denied access and when I click help on the global representative link, it takes to a page that does not even open. I have already made a post on the PTC community, but have gotten no replies, I am not sure what else I can do.