How can I upgrade to Personal Plus 2022?

I paid for a renewal of Personal Plus 2021 on 2 November 2022. However, I kept getting reminders that my subscription was soon to expire. When my subscription was one day before expiry, I contacted Reckon and they advised me I had to download 2022 version. Why wasn't I told this earlier? Anyway, I downloaded version 2022 and it would not run. I contacted Reckon again and they told me to delete Version 2021 first. This I did but still Version 2022 won't load. I get the following response

Can anyone help me so I can recommence using Reckon Personal accounts/