Kaspersky anti-virus upgrade via the Internet.

We upgrade our anti-virus device via the Internet, but cannot install it as there is no support/help from them. We have paid for the upgrade on 3/4/2015, but struggle to install it as it gives an error each time. We have send an email on 6/4 /and received a new License number but it still doesn't want to take. I've send a second email on 17/7 and is still waiting for a response/help. Why do they offer this services over the Internet if you do not get any support. I've also tried to phone them, just get a call centre voice and then my call is terminated from their side.