Hey Politan,
Sorry about not responding sooner. I am going to need a bit more information before i can help you any further. Would you happen to be using a different email address when you set up your UE4 account? And if so, would you mind sharing that information? I have ran a subscription search on your profile and no entitlements are showing. We can only provide help to users who have a subscription or redeemed code(s).
Once i can confirm that you have a subscription, then I will be glad to offer you further assistance.
Thanks and have a great day!