Cakewalk On Demand - not acknowledging registered Sonar X3 Producer - can't download

I purchased the upgrade to Sonar Platinum through Sweetwater.
I entered the redemption code in http://www.cakewalk.com/redeem/
 
This gives me the error:

This redemption code is an upgrade code that requires valid ownership of certain Cakewalk products. Eligible products are determined by the upgrade path or SKU purchased from the qualified Cakewalk dealer. If you purchased the wrong upgrade path by mistake, please contact the dealer that you purchased your upgrade from.
If you purchased the correct upgrade path but are still receiving this message, you may need to register your previous Cakewalk products first before you can redeem.
For further assistance, please contact Cakewalk Support.
 

I am logged in properly. I can view all my registered products including Sonar X3 Producer.
Just in case, I went to https://www.cakewalk.com/Register and entered my Sonar X3 Producer serial.
It replies:
 

This serial number has already been registered to you previously. You do not need to register it again. You will need to enter this code into your product to unlock it if you have not done so already.

 
How do I access my Sonar Platinum upgrade?
 
 
 

scook
I thought X3 Producer was not in your product list http://forum.cakewalk.com/FindPost/3182887

When I glanced at my products list, I saw "Sonar X3" and didn't look closely enough to realize that was for a downloadable video only, and not the actual program.  I've submitted the details to support.  I think "too long" is a relative term - sometime along the way they have reduced customer service hours to only Monday-Friday 1-6pm.