Please contact us in our support system: http://goldaccess.helpserve.com/
and send us a ticket, keep in mind that the first time you use the ticket system you will need to register. Registration is free.
Once you activate your support account, click on the "submit a ticket" option, over there you will be able to explain us your problem. For security reasons we do not keep credit card information anywhere, so we can only provide you with general support and/or retrieval of your username/password information.