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cant access pay per incident support

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I am trying to clone a drive and when I select proceed I get no progress info and after some time I get a message of failure. I have tried this with multiple disks and also tried creating bootable media with multiple failures creating the boot media. Out of desperation I purchased a pay per incident and when I call the number listed I get instructions for purchasing pay per incident.

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Hi Roger,
I'm sorry for such a huge delay.
I see your order for Pay Per Incident support program, which is not used yet.
It will be valid for a year since purchase so you might want to use it in future.
If it is not an option for you, please send me a private message, so that we can find an acceptable way to solve this.
Thank you!