Substance Painter Educational / Student Licence cant be renewed

I was sent here after being in the support for 2 hours. My licence ran out so i went to the website and entered everything and it told me ill recieve an email. Long story short the email never arrived and you cant reenter your email adress if you dont get the email and the website states to go to the support.
I had 5 customer service workers and all told me that type of licence never existed and one simply ended the chat when i state my problem. after a long time i finally had a worker that helped me. He told me that there seems to be a problem in the system and that when you had a licence once it wont send a new email and that i should come here to report this bug or state it as a problem.
I would prefer that when the access runs out that it doesnt only tell you to buy the subscription but immediately give you the chance to renew that same licence instead of having to request a completely new one. especially because i have to state while requesting until when my studies will go.