Pass needs to be transferred to updated phone

Good morning, 

trying my luck here too after contacting the customer service yesterday – my phone has crashed few days ago, leaving me with no choice than to reset it to the original setting. I had to download again all my apps back - however, yesterday when opening the Eurail app and adding the pass back, it says that “this pass is already activated on another device” and I’m not able to use it at all.

I’m supposed to travel friday morning and just incredibly anxious that we won’t be able to go because of that. Is there anyone that can help me? 

Many thanks!