Unable to upgrade to Parallels 15 for MAC

Hello,
I bought the upgrade to Parallels 15 for MAC. i am unable to register my product using the upgrade key. The reason i am getting is that. the previous key is not valid!
Please advise
Best,
Roy

 

Hello,
We've found 1 license key at your Parallels account and it's mentioned as blacklisted. Did you get refund for your previous subscription?

 

Hi, no i didn't. i just stopped using it for a while. can you advise what to do?

 

We see that you have made the purchase on 11/7/2018 and got a refund for it on 11/27/2018 so you are not eligible for an upgrade. You can confirm to us so that we can process the refund for the upgrade so you can buy a full license.

 

Please process the refund for the upgrade. Thanks -

 

Hello, your order 228725464 has been refunded.
Funds will appear at your account during the next 5-7 days.

 

thanks a lot!

 

My license has been blacklisted too. how should I proceed?

 

Hello,
we've checked your Parallels Account p**jetos***[email protected] and unfortunately didn't find any license key associated with it.
Could you provide us with your Parallels Account email address or with your license key please?