Hi Stuart
Your initial query has been answered in this post and Ian has recommended to contact your account manager as you have done. If they have not gotten back to you the best advice I can give is to follow up with them again with a phone call or an email as the issue you have is an account issue and needs to be taken off-line.
If you have future software queries feel free to post them here or contact the technical support line so we can assist you. For any account issues it is best to take these off-line so the matter can be discussed privately between you and your account manager.
Regards
Jason