I signed up and downloaded free version then thought I had upgraded to premium.

I signed up for a free trial and then pressed a button to get premium.  When I try to use Avira I get the following message: something didn't work as expected.  Avira has been notified and will find a solution as soon as possible, this has happend on several occassions and I get no feedback from anyone???  So now I am concerned I will be charged so I logged into my account and found No active subscriptions?  I don't understand this as I was sent an email telling me my subscription has started and given a reference number so why is there nothing mentioned in the subscription section and there is no way I can cancel as it says I have no account.  I cannot contact anyone as I am told I don't have premium membership.  I have been going round in circles.  PLEASE CAN SOMEONE HELP ME, this is causing me an enormous amount of STRESS    Thank you.