Welcome to DUC.
Do you mean you lost your license on an old iLok? Or the old iLok stopped working?
If you have a damaged iLok you are trying to replace, you deal with that entirely with Pace/iLok. Details on their site.
If you have a missing iLok and subscribed to Pace TLC ditto. Deal with them.
https://www.ilok.com/#!zdt-details
Otherwise... if you need to involve Avid make sure the name and email address you used here on the DUC forum the same as you have with Avid/Avid support? Or even better post the support incident number here. You will likely have to wait until jeffro is at work and sees this, but the better info you provide the faster you are likely to get help.