License code not giving me free discount

I (or more specifically my mother, who owns the email and account) had purchased a license for Scrivener 1.9 September 7, 2020, which if I understand correctly means I am eligible for a free discount to upgrade to Scrivener 3.0.

However, when I tried to upgrade through “Upgrade through older versions”, it gave me a standard discount instead of the free upgrade. Now, apparently, the license code is tied to a coupon (and Scrivener won’t even give me the coupon code anymore anyway).

What is the problem?

Send an email to support. Licensing issues are normally not handled through the forum.