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Can't Update, Deregistration Tool Not Working

BeTheme was installed by an agency, who I'm guessing installed the theme more than once because were were not able to update "An error occurred while updating Betheme: The package could not be installed. The package contains no files."
We purchased a valid license. I tried to deregister the theme in the BeTheme dashboard but was not allowed "Referer domain is different than registered domain. Please contact us using contact form.."
I tried using your deregistration tool but get an error message "{"error":"No registered licenses for this purchase code and username"}"
& now I'm here. The catch is - I'm the web developer & I'm not able to contact you from my email address since I need to be logged into my client's account. How are developers supposed to contact you? This is not nearly as important as the issue above ^^ - but can you add a setting where clients can add additional users to their accounts?
But first - please help us update our theme..


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