Support was pro-active
Support was pro-active, and they put me on the right path to fixing the issue, but ultimately they suggested I pay for a couple of hours of support at $199USD to unlock a bitlocked drive. Instead I did a bit of googling and found the correct command, and unlocked it myself (saving USD199 and several hours). From then on I was able to resolve the issue using the software I had paid for just 30 mins previously.