Problem with Soft-eLicenser Number

I have Cubase AL5 which was on my old pc which is no longer operable. I downloaded the software on a new pc and I went to mysteinberg to reactivate the software. I also downlaoded the elicenser control center on the new pc. I went to the website and put in my old Soft-elicenser # and the old activation #. Instead of giving a new activation number for my new Soft-elicenser #, it just notified me that the software is being used on another pc (which i already know that why I hit the reactivate button) or my number is not registered. Please assist me or give me a number to reach someone from Steinberg??? Thanks!!!

Except the website wants your NEW Soft-elicenser number and your old activation number.