Knowledgebase: General
My unlock code doesn't work
Published 23 September 2009 09:22 PM (Article ID: 91)

If you find that your unlock code is not working, verify you are entering your name and unlock code exactly as issued.  If you're not sure, please visit our KeyRecall page for information on how to retrieve the information from your purchase if you did not save the e-mail or print the invoice on screen which contained your unlock codes.  The "serial number" is not your unlock code and is not stored in the software or database files. 

Additionally, there are two types of unlock codes:  1) Full edition codes (Standard, Professional, Enterprise Editions) and 2) Upgrade codes, such as Standard to Professional upgrade.  You cannot activate the software on a new install or new computer using an "upgrade" code.  You must first activate the software using the full edition license, i.e. your Standard Edition license and then UPGRADE that license using your purchased Upgrade code.  So for example, if you have a code starting with 01-05 this is an UPGRADE code for the Standard edition license.  You must first use your license information that has an unlock code starting with 01-01 and then you can immediately activate again using the information with the 01-05 code.

If you need assistance regarding the activation of your software please submit a help desk ticket and be sure to include the registration information exactly as issued.

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