I had already activated my pass but after resetting I am unable to reload the pass into the app

I had to reset my phone, but now I am unable to reload the pass into the app, as it says that the pass is already activated on another device (which isn’t the case). I’ve already set up an case trough the request form. 
Does anybody, who had to face a similar problem, know another way to solve this problem? 

Unfortunately it’s a very urgent problem for me, as I want to start my journey by tomorrow. 

Thanks a lot beforehand 
Antonia