Authorising - no more redemptions

I recently had to get my MacBook repaired and so lost all my software. After having difficulty accessing my account I spoke with support and they sent me an email with links to download and code. It literally took me days to download and install everything. Because I have very little room on my Mac I moved the .big files across to an external drive. I then accidentally erased a whole bunch of stuff including them. So Ive had to go through the entire painful process again and download everything again. But this time when I enter the code its telling me I have no redemptions left. Can you please help me to install my products. How can I get them to authorise?
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