How do I fix a faulty Payroll Expiry message?

Question

I updated 2020 Premium 2User with Payroll software ( renewed in July 2020) to the 2020.2 version, but now I no longer have my payroll activation. My Portal account simply confirms that I do have an active plan, but my software will not retrieve the Payroll ID, Sage voice customer support says they have no reps available. 
 Ironically, I do have my new Serial#, Account ID, KeyCode and Payroll ID, but no way to re-activate it. 
 Thank You for any help. Kim

Kim Connors · Accepted Answer

Thank you Richard. It has finally been resolved after re-dialling into sales, as oppose to support. Their Support recording would refer me to my Portal, but nothing I tried worked. Eventually, a Sales Agent issued me a replacement Serial # and Key Code, and she was able to activate that one. 
 It was rather odd, since my profile and purchase history clearly listed my purchase as activated, but it wouldn't function. 
 The past 3 years, my activations have required assistance, since the software refuses to fetch my active key code and authorize my purchase. Kim

Sage 50 Canada

How do I fix a faulty Payroll Expiry message?

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