ASC Invalid?

Hello, I lost my ilok about a month ago and I finally received a replacement ilok. I filed an rma and purchased an avid support code this morning to find out how to get a new pro tools 11 license. However, whenever I enter my support code online, I get a message that reads "Invalid User". Also, when I call the number, it says that the support code is no longer valid. I checked the status of the code and it doesn't say that the code is activated but it has the expiration date. So of course, I thought maybe I didn't activate the support code. But when I tried to activate it, it informed me that the activation code has already been applied. Any help would be greatly appreciated.