Cannot upgrade to Nitro PDF Pro 14 even after paying for double upgrade (Ver 13 and 14) from Nitro Pro PDF 12. Ver 13 installed and working.

[Koustubh Oka]

In February 2022, I received an offer for an upgrade for my Nitro PDF Pro 12 to 13 with an upgrade to 14 when it became available. I paid for this double upgrade, but don't seem to have access to Nitro PDF Pro 14. I was able to install ver 13 without a hitch but cannot install ver 14.  Says there is a problem with the internet connection, but I can access many other sites. What do I need to do to upgrade to ver 14? Should my serial number from Ver 13 be valid for ver 14?