Payment problem

I paid a license for my account and I do not receive access of my files. I already have one license to pauloclair@gmail.com, so I bought to other email account (paulo.clairmont@unesp.br), and I do not receive any answer in the chat or email.

In attach the payment, in my credit card is appearing the payment, but when I try to access appears. . I would like to receive an answer or my money back. It has been two days that I enter in contact but nobody answer.