In need of past video recordings

I am a new user to ring just over a months time. I paid for my yearly subscription the day I was told my trial was ending. I need videos from 10 days ago 05/07/2020 8:52 am and also 9:01 am, it show the events in my history but the videos are not available. The first video I am able to access is now 05/12/2020. Could this be caused by ring not processing and posting my payment for 5 days? Anyways that doesn't matter I need the videos from those times, how do we resolve this issue? I'll be upset if I get charged $140.00 because I can no longer provide proof of the person (employee) being here and not doing the work I paid for.