I was on the support chat for 110 minutes to accomplish only the following:
1) Why can't I prepare web forms?
2) You don't have the right license
3) What license do I need? ....
4) send me to several support folks
5) finally get to sales
6) Oh wait you need business sales
7) Finally purchase the license.
8) now we need to send you to someone in cancellation
9) Well I can't cancel the license without your primary admin emailing us.
10) Who's that? We have two system admins, including me. Shouldn't I be able to do this?
11) No you can't. Only primary admin. Here's a link
12) Oh it isn't actually primary admin. It's contract owner. OK
13) Emails contract owner to get approval
14) mission accomplished

The number of people I had to go through to accomplish this task was 6 total. Started at 11:07 am eastern. Ended at 1:03 PM eastern.

This was a very frustrating way to spend nearly 2 hours of my work day on a simple license upgrade.