I entered a serial number, but the web store said it was invalid. What’s happening?

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There are two possible explanations.

You may have entered the serial number before — each serial number can be registered only once. If you register a serial number, then enter the same number again, on the second time, the system will say that the serial number is “invalid,” because it’s already been registered.

Select the My Account link in the navigation bar, sign in to your account (if you’re not already signed in), and check the Downloads tab. The product you registered should be there, and ready for you to download. Use the Contact link if the product is not there, and we’ll be happy to help.

The web store occasionally sends that error with a successful registration — we’re investigating, though it’s a difficult issue to address, since it only happens once in a while.

If you believe that you entered the serial number correctly, and you haven’t registered it before, use the instructions above to sign in to your account and check the Downloads tab.

Sorry for the inconvenience!

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