said by zrob_12:
Correction on this - I was not told that I needed to pay for back-support (I misread my email). I was told, however, that I must pay for support in order to have the password reset.
That sounds more like it. However, what you are stating is still not quite correct. The support you are describing is their NSS (NetEqualizer Software and Support) subscription. NetEqualizer doesn't offer support for past versions of their software so what you would be doing is upgrading your unit to their latest software with the password reset.