You can get in touch with our YouTube purchases support team who can look into this further. Here's how: https://goo.gl/VWbViH . Hope this helps.
While we can't share specifics, if you're trying to email them on your PC, try doing it on Incognito mode in your browser. Let us know if that works.
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Thanks for getting back to us. Have you tried contacting purchases support using call or chat option? Also, try using it from another device to see if that makes a difference. Let us know.
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