Mathcad Prime 11 license activation issue

[GGIT]

License activation issue, it seems like the Hardware ID of our user has changed, when I request a license now, with all correct info, I get the .dat file but when I import it, nothing happens and it stays unlicensed. Im guessing it's the ID of the device which is wrong. how can this be fixed

[Catalina]

Hi @GGIT 

Please check out this resource as it may be of use for your issue: How to Transfer Mathcad license from an existing ... - PTC Community

Best regards,

[GGIT]

Hi @Catalina 

Thanks for your response!

Sadly I do not have access to the License Management Portal mentioned in the post you sent.

It says my Account has  Insufficient Privileges. Which is weird since we do not have another account.

Do you have any idea how to resolve this?

Best regards,

[Catalina]

Hi @GGIT 

Unfortunately, these are the resources I have available to forward to you at this time, as we do not handle account management. For account management, you may need to contact your admin.

Best regards,

[GGIT]

Hi @Catalina 

To pick this topic back up:

This is the only account we (The IT department of the company) have.
We are the admin - can't contact anyone else.

What steps do I need to take to get access to this license management Portal so we can "transfer the license" to get this working again?

We've had a similar issue to this back in 2022: In this post. 

Since then we've had to (due to outside circumstances) re-image the device the Mathcad license was linked to. 
The physical device is the same as before.

According to our internal documentation the license is bound to the mac-address and disk serial number of the device which shouldn't have changed.
If you could provide any guidance on how to proceed with this issue, it would be greatly apprechiated.

Kind regards,
Gericke Group IT