10 Replies
Ashley Terwilliger

Hi Barbie, 

If the Activate button is grayed out even after entering your serial number, verify that you're using the exact serial number found in your product confirmation email. We recommend copying and pasting the serial number into the activation form to avoid mistyping it. 

Also ensure it uses the following format (where "X" represents either an upper-case letter or a number): SL1-XXXXX-XXXXX-XXXX-XXXX 

If you're using manual activation, be aware that the serial number and the activation code aren't the same thing. First enter your serial number in the format shown above. Then enter the activation code that was sent to you. The activation code is a longer text string than the serial number.

Jim Powell

I'm having a similar problem, only I don't even GET a button, grayed out or not.  Everytime I try to activate on my windows 10 machine it fails, I click the button to send an email to get the code for my computer. I get the email back right away, but activation never succeeds.  I send emali after email to support and all I get is additional activation codes, which never work.  I have asked them time and time again for support to do a screen-sharing or call me, and nothing.

Ashley Terwilliger

Hi Jim,

Our activation email is an automated set up, so responding to it doesn't get you connect with our Support team for additional assistance.

I looked to see if I could find a case for you, but I didn't see one - do you have a case number handy? I can escalate it from there or if you don't know it you can open a direct case here  and although we don't offer phone support they can assist with screen sharing or similar.