I'm in a similar position, no support via forums or direct emails.
When I purchased some markets it was linked to my BetFair account. I tried downloading all markets but it told me I already had, but it didn't include the ones I purchased. After closing and re-opening the software I was able to download the newly purchased markets though.
If anyone can chime in on how to get some feedback from the Market Feeder support team that'd be great. They don't respond to direct emails, or here apparently... Complete waste of a purchase at this point.