2006 Ford mustang gt 4.6l w/eforce supercharger

I have been in this computer before with my mpvi pro with no issues customer came back this time around for some adjustments and i cant get into the pcm to pull info or download a file. I have a mpvi2 that allows my to pull the info from the computer but if i try downloading it says unlicensed vehicle. understandable since i bought credits and have used the mpvi pro to tune it before. i check under my previous licenses and sure enough the OS and vin are under my previous licenses. anyone have this problem and found a way to fix it yet? sent a request in about 24 hrs ago and am still waiting on a response from support. I get the message "controller unlocker: x11 service not supported" after i cycle the ignition when trying to download the calibration.