Soft Elicenser not working upgrading Cubase 8 Elements to 10


I have a copy of Cubase 8 Elements with a soft elicenser.
I have bought the upgrade to Cubase 10 Elements online.
I got the activation code (the same of Cubase 8) in the email from Steinberg.
I have downloaded the package with Steinberg Download assistant.
When I start Cubase 10 it asks me to activate the license and it recognises the code as correct for the upgrade
but in the elicenser window, the license is red and i can’t go on…
I have done all manteinance and syncronization operation many times.

Where do I go wrong?

I have a support ticket opened 6 days ago but no answer…