"You are only allowed to redeem 1 discounted product every 365 days" message because of wrong email

Hi, my student license to Substance 3D products ran out recently and I was hoping to renew it but I recently changed schools. When renewing it, I mistakenly used the email of my last school which I don't have access to. After trying again with my current school's email, Identit-e gave me the message:

"DENIED - You are only allowed to redeem 1 discounted product every 365 days. Our records indicate that you have already redeemed within the past year."

even though I have not redeemed the license because I can't access the email.