updating license does not give me purchased instrument pack on new pc

i had pianoteq on mac for a while. i bought the software originally for mac and eventually bought the steingraeber instrument pack, everything worked fine. i recently bought a windows laptop. i installed pianoteq and updated my license (also deleted the license slot on the old mac) so now i have pianoteq on the windows laptop.

however, it wont give me my previously purchased steingraeber instrument pack! if i register the instrument pack online it says it is already associated with the account. all i can do is update my license on my new windows  laptop which does not give me my instrument pack. it recognizes that my license key is valid and grants me access to pianoteq but does not give me my instrument pack.

on the website under my account it says that three instruments are available with my license key/account: steinway d, k2, and steingraeber. yet when i apply that very same license key to pianoteq on my new laptop it unlocks pianoteq without giving me my previously purchased steingraeber instrument pack! ive tried everything. i have already messaged support but i have not received a reply yet.