Hi Christine,
It sounds like you’re not aware that there’s a free support forum, and that we have paid staff to provide support in it? Please do post there: https://www.ads-software.com/support/plugin/updraftplus/ .
Over the years we’ve given free support to thousands of people, we continue to do so and have no plans to stop, and the statement that you can’t get support without paying is happily untrue.
Your site listed on your profile (https://www.christineloff.com/) seems to be up and running with a most recent update of about a week ago (and UpdraftPlus is installed upon it) – did you manage to succeed later?
It looks like you did succeed, but in case it helps, UpdraftPlus backups are in a standard (not proprietary) format – https://updraftplus.com/faqs/what-format-are-backups-made-in-is-it-nasty-and-proprietary/ – and can be restored in many ways (details at that link), in case you have any trouble restoring through UD itself.
Best wishes,
David
