I purchased the product but could not activate

Hi All:

This is my first post. I hope this is not a real problem for me.
I went to install Acronis TI premium 2014 family pack/3 PCs from my cd/back-up disk and got all the way to my serial number for the upgrade product I am upgrading from, Acronis Disk Director 11 Home Upgrade. However, when I entered the SN/KEY for that product I got the error message that says I cannot upgrade.

I guess that means that Acronis took my money for a product I cannot install or am I missing something? Originally I bought the 11 as an upgrade from 10. So I wanted to upgrade to 14. Acronis took the money and sent me a disk. I cannot upgrade.

The product is not useful to me? I am sure I responded to an email advising me to upgrade when I placed the order for TI 14. Does Acronis operate this way? Do they check to see if you own a product you can upgrade from? I hope I am not out all that money. There is NO customer service number you can call. What's with that?

Thanks for any help.

psient