Why are we receiving letters stating that we have not yet registered our Bentley users even though we HAVE registered ALL users, installed the Bentley CONNECT Client and signed all users in AND all users are appearing in the online reporting tool?

Why are we receiving letters stating that we have not yet registered our Bentley users even though we HAVE registered ALL users, installed the Bentley CONNECT Client and signed all users in AND all users are appearing in the online reporting tool - https://connect.bentley.com/Report/ProductUsage#/ConnectedUsers ?

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