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Download Code Problems

I am trying to download a backup of my website. When I attempt to do so, it says I need to upgrade my plan. I am paying $84.00 a month, which includes the commerce. When I click on the upgrade button, it brings me to a page that says I have a starter plan and says to upgrade to a $16 plan. I don’t get it. I worked on my site for 5 months. Pleas advise. Thank you.