Parallels 12 upgrade install needs original license key

I purchased Parallels version 7 in 2012 and upgraded to 9. I uninstalled it but now have purchased Parallels 12 for running with Sierra. When I try to activate my new version - it asks for the original license key since version 12 is an upgrade. I got the key from the Parallels web site for the original full install, but it keeps saying I've entered an upgrade key and it needs a key from a previous license. I have tried the key I have for versions 7, 8 and 9 but none work and the message is the same. HELP!

 

Hello RobinB2,
According to our licensing policy, an upgrade to Parallels Desktop 12 for Mac is supported from the following versions only:
Parallels Desktop 10 for Mac
Parallels Desktop 10 for Mac Upgrade
Parallels Desktop 11 for Mac
Parallels Desktop 11 for Mac Upgrade
If your previous version key is for Parallels Desktop 9 or earlier, please visit the Parallels Online Store to purchase a full license for Parallels Desktop 12 for Mac.
To know more about Parallels Desktop 12 upgrade please refer this article.

 

We have checked and found that you have also purchased a Parallels Desktop 10 upgrade so you are eligible to install and activate Parallels Desktop 12 Upgrade.

 

I uploaded the trial version as well after updating my iOS system and unsure what previous version I had for parallels and unable to locate it. I thought I had parallels 10 and purchased the upgrade. However, I can't locate the old product key anywhere. Can you help me out?

 

Hi ErinM1,
We have checked and found that you have Parallels Desktop 8 only under your account. Confirm if we can process the refund for upgrade purchased, so that you can purchase full version of Parallels Desktop 12.

 

please process a refund thank you

 

Hi, refunded