can't activate on new Mac

I'm trying to activate Parallels on a new MacBook.
I get a message that says "This license key is associated with another Parallels account. Please sign in using this account and try again".
I am signed in with the e-mail address I used to purchase the product.

 

Hi, in order to move your license to new account we need the following info:
1. Your old email
2. Your license key
3. Your new email address (and please register Parallels account at your new email)
Also please provide us with any purchase order of your Parallels Desktop.

 

Hello, I am having the same issues. Can you please help!
I upgraded from Parallels 12 to 15. I put the 15 activation code and then it ask me for the 12. I am also signed into my account but I still get the message "
This license key is associated with another Parallels account. Please sign in using this account and try again."

 

Hi, in order to help you with it we need the following info:
1. Your old email
2. Your license key
3. Your new email address (and please register Parallels account at your new email)
Also please provide us with any purchase order of your Parallels Desktop.
please send it via the private message.