Purchased and order acknowledged, but hours later, entitlement has gone

I purchased the software at 3am Hong Kong time and I was able to download it from my dashboard. but it didn't install properly and now on awaking (6pm Hong Kong time) I now can't see the answer to my forum query, and if I go to your site dashboard and enter the order ID and my e-mail address, it says "Sorry. We are unable to locate your order".
Please if possible get back to me quickly as I don't know, but suspect, your weekend is Friday/Saturday?
I have put the order ID and my address from the Invoice (Fast Spring) in the site details>optional information tag.