Download problems

I was given a license by someone who is leaving the company. She reached out to you and was given permission to do so. We were told to uninstall from her computer and install on mine. We are trying to download onto my computer and keep being told we need to do a manual activation. We send email as prompted and keep receiving an automated response telling us why we are getting that but no instructions on what to do. I need a phone call to understand what we need to do. Please call 330-436-1896 ASAP.

Thanks

Marie