Hi,
On some instances I found that if you bought Xtreme programs from different sources using the same e-mail + password one does not recognize the other IE bought one program for XaraOne and one program form Xara using soame e-mail and password XaraOne doesn't shoow Xara.com files.
Make sure you are using correct one..I had the same problem when I purchased XtremePro I had to narrow down where XtremePro was purchased through and sue that.
Jim