Unable to transfer and activate Parallels Desktop after old Mac was lost

Hi, My sysadmin sent me an activation code used to activate Parallels on a previous Mac. The old device is no longer available. There were no licences registered in my account. I used the "Restore purchases option which informed me the key was not associated with my account and sent an email to my manager to confirm a transfer (apparently the key was registered to him). He completed the required steps and after that the header/banner on my account briefly changed to indicate some subscription level for my account but when I tried to navigate to find the key the banner disappeared and the 'Restore purchases' option is also no longer available.