If they will reset it for you, why do they bother limiting it to begin with? Seems like limiting the downloads and then having the customer request a reset and the staff resetting it, is a make work project for everyone all around. I've had the same problem where I know I've downloaded the file but due to browser issues or some mystical twilight zone phenomena, the file is no where to be found. I've got a few files sitting in my purchase history that don't have download buttons next to them now because of that.

"It is good to see ourselves as others see us. Try as we may, we are never
able to know ourselves fully as we are, especially the evil side of us.
This we can do only if we are not angry with our critics but will take in good
heart whatever they might have to say." - Ghandi