No need to get in touch with support.
Just advance on the continent map and you will get advanced units.
There are so many players with units from ahead their eras, those are rewards from conquering sectors.
I know you can get higher era units by simply advancing, but Artic & Oceanic Future eras add new era-locked resources to the game - promethium & orichalcum. They can only be gotten, by my understanding, using the new terminal building that is researched in those eras.
And from what some of my fellow guildies in those eras have said, you need those new resources to negotiate certain provinces on the C-map. (and they cannot be traded for in the market!)
Thus, it would seem impossible for someone in a lower era to suddenly get at least any Oceanic Future units, as they'd hit an impassable wall on the C-map at Artic era?
So if that's indeed true, then something here definitely smells a little fishy...
Unless you can bypass the new resource requirement with diamonds of course? Then you're just sadly stuck with a 'pay-to-win' player.