moving license to new Mac doesn't work

we try to activate our perpetual license for Parallels Desktop Home Edition v14 on a new Mac according to your KB article 123461. But after entering the license key it tells us that this key is active on another Mac and clicking on "Activate on this Mac" leads to an error message "This license is used by another account".

Can you help?

Regards
Uwe

 

Hi, I've checked your account and didn't find any key, could you provide us with your license please?

 

>>> Message has been deleted by the user <<<

 

Hi, your key has been reset, please check the issue

 

Hi Maria,
i have a big problem. My origin account is weinberger. You have told me -look above- that you have reset my licence. But i can't login with my credentials.
My username is noa.weinberger@outlook.de. The system gives me the response that my email doesn't exist.
So i haven't a chance to test the licence move. Please help me.

 

Made some changes, please check.