This has happened to me before. I think the issues is the person checking for an active SMA isn't an app engineer or tech support. I think they are a customer relations group that coordinate active and not active licenses to the hardware or software side.
The boss was working with the sales group at the time to ask what are we paying for. It was 3 weeks for a urgent ticket, which by the time they responded I was long past what I had issues with. Makes you wonder why we all pay for support we never get.