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I don't understand why the support saying so, because anyone in the forums can help you, as the this is a user to user forum. Most of the users here don't work for Adobe, so we cannot provide you any license information.

Anyway, from what I read you have two Acrobat licenses. But the initial offer for a free Designer upgrade required to upgrade an Acrobat X to a newer one, which means, that you don't have an Acrobat X license anymore but a newer one. If you instead bought a separate license of Acrobat DC you did not do an upgrade, you simply bought another license, which means you're not eligible.