Reply to Upgrading from Traktor Pro 2 to Traktor Scratch Pro

Hello fellow DJs,

I recently made the switch from Serato to Traktor
but I am having a difficult time upgrading from Pro to Scratch. Even though I have the full product and it has been registered and activated, I get an error message stating "You have tried to activate an update or upgrade, but your User Account does not contain the full product license that this upgrade is based on". I contacted Native Instruments 4 business days ago and still no answer.
Could someone please shed some light on this issue? Thanks