Hi Roger F,
I am not sure what has been communicated via the US support but first, there is no crossgrade from HALion 3 as there is no official upgrade or crossgrade path available in the shop anymore. Then, Asknet cannot do anything as they are just our online shop and not responsible for requests on compatibility and licensing.
I have checked your account and you still have the HALion 3 license on your USB-eLicenser for working with HALion 3. I am not sure why you want to have another license in this case?