the e-license already fulfilled by another user

I bought some books using a PC but I didn’t downloaded them right away:  few days later I lost the PC: it was out of order! I’m working now with a notebook by which I’m able to buy and download other books but not the older ones. I can’t download them because ADE advise that "the e-license already fulfilled by another user". I asked twice the library to reset the license but without success.  What can I do? Grateful for any suggestion.