Sheer ID states account is verified but my account still is in the Starter Plan

Hello, 

I thought I was already verified, but when I logged into Figma with my verified account, it prompted me to set up a new account. This account only had a starter plan. So, I tried re-verifying and was met with an error. So, I reached out to Sheer ID, and they got back to me on November 3rd stating my account had already been verified. But on this account, I continue to have a starter plan. The email is exactly the same… Can someone please resolve this for me?

(screenshot redacted by the moderator due to PII)