I am having the same issue. I started with V-11 many years ago and have upgraded many times over the years. I am now using V2018 and have never gotten an email to join the forum and never received an email back when I contacted them. Softplan says I am registered correctly and it probably has to do with being a splash member, but the user forum is a separate area and they can't help me. I have a site plan question but can't ask it.