It is the account that originally purchased the domain name upgrade that is important. That account is the only one that can renew the upgrade, they can transfer the upgrade to your account and then you can renew the upgrade.
Can you contact the person that has the account that bought the domain name upgrade to have them transfer the upgrade to you? They can log in here with the account that owns the domain name upgrade and ask for the staff to transfer the domain name to you - note - please have them use small very clear words to help the staff get things right the first time and not need to ask for clarification
The domain name registration upgrade is the difficult one to deal with as there are very serious internet anti-fraud measures in place to prevent stealing of a domain name - all the other upgrades can be finessed a bit