Steinberg account don't have cubase 9 license


i updated my cubase 4 to 9 pro couple months ago, and i created account on steinberg,
i tried to add my USB-eLicenser and it writes that “This eLicenser number has already been registered by another user.”

i added my software eLicenser but it says that “No products found on this eLicenser.”
i want to download the installation of my cubase and it seems that the only way is to register it under my products,
what can i do to fix this problem?