Pulling my hair out over getting activation key from vendor

Hi all, our production company recently purchased an xfold cinema drone that runs herelink. The drone shipped with a pretty out of date firmware version and they have stonewalled our support requests for nearly a week now in regards to giving us the activation key or nearly any of the accompanying documentation for other systems on the multirotor. We are currently stuck at the activation screen with no use of the drone. Any suggestions would be greatly appreciated!