I just noticed that your post deals with Virtual Architect. Just as a point of clarification Cadsoft neither sells nor provides support for Virtual Architect. NOVA development is the company which does that and any issues you are having with support for Virtual Architect should be taken up with them. Virtual Architect looks like the Cadsoft product Personal Architect since it uses the Cadsoft technology. Even the names are similar so it is easy to confuse them. But the videos and support you refer to are from NOVA.
To further clarify Cadsoft does not charge for customer support but it is limited to customers who have current versions of the professional Envisioneer software titles which include ProArchitect, Building Essentials and Construction Suite. Personal Architect users don’t qualify for support but they do have access to many hours of free instructional videos available on both the Cadsoft website and the Cadsoft YouTube channel. You may find them to helpful as well so I encourage you to check them out!