Issue:

“Serial number not accepted or it is not in the database”

Solution:

There are a couple of reasons why a serial number would not be accepted as a valid serial number

• The serial number is not being input with the correct numbers and/or letters. For example, using a capital letter O instead of a numeral 0 (zero) in the sequence.
• You might accidentally use your product code instead of your serial number.
  • A product code is in this format:  FG5M-00001243   < don’t enter this!
  • While a serial number will have this format:  FG5M ABCDE FGHIJ KLMNO PQRST   < this is what you need

Also, serial numbers are only valid for a limited number of installations, but using a serial number too many times generates a different error message.