Possible causes include:
  • Product or module is not listed on your organization's product record.
  • Product or module cannot be unlocked through the Unlock Code Generator; Support needs to create the unlock code.
  • The Serial number you are looking for contains NXT.

Chat with support and include the product to unlock,  database serial number, and version number. The database serial number is case sensitive; be sure to type it exactly how it appears in the Help, About menu.