New user - product key registered in a different account

I had Parallels for about 2 years on my macbook but think I only had the trial version.
I got a message to say the trial had fiinished, so I just went ahead and bought a package. The installation doesn't work (that's a different problem in that Windows 11 is tuck at 37% installing). I'm trying to register the product key but it's rejected with a message "this product key is already registered in a different account".
What next? Many thanks
 
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