Unable to download purchased viral plugin plugin

We just upgraded to the commercial player that allows a viral plugin. We received our licence number and tried entering that with the email address we used to purchase the player here ->

http://www.longtailvideo.com/players/jw-flv-player/commercial-license/

but it is saying ->

'We couldn't find a matching valid license. Please ensure that your information is correct and try again. If you continue to have problems, contact us, and we will assist you.'

We tried contacting them via the email function but it says there is a possible 2 day period to receive contact.

Wondering if there is something we are doing wrong?

thanks
-Andrew