elcenser not recognised

I bought my elicenser 1 month ago and worked well since then but now the usb key is not recognised any more or 1 time over 10
i’ve tryed on diffenrent usb port on my pc my mac with elicenser update but doesn’t work
did you ever had this problem and know how to resolve it or is my usb key fault
the light is moving on he key but that’s all
and i can’t contact steinberg because my mail is not recognised any more i don’t understand why and i created another account but didn’t received the activation email i idi resend me the activation mail many times but no luck
Thanks in advance