Upgrade not showing

I could not respond to this message from Kevin G vial the thread on the email.

I have checked your account and it's currently on the free status indeed, but after checking further I see you're a sub-user of the account dknoche, this account is currently on the gold status, please kindly check and confirm the account is on the paid status. 

Also, note that the sub-user accounts are not upgraded to the paid status as the main accounts, each account holds its own status. 

I checked and it still states that Mr. Knoche is on a free account currently.

Hello @Knoche, I can see the main account that holds the Gold Subscription is dknoche.

You will only see subscription if you log in as the main account holder. Your account Knoche has a free subscription.

In your screenshot, I can see you have logged in as knoche which is a FREE user and not as dknoche

May I know what concerns you have with this?