I've always gotten it electronically, and have pasted the serial from the email into the box, so copy it from the support email you sent (since they said it was OK) and paste it into the box and it should work.

It should be of the form

XXXXXXX-XXXX-XXXX-XXXX-XXXX-XXXX

All Capital letters and with zeros, no 'O's...

 

PS:  make sure you don't paste in any leading or following spaces.

 

PPS when you get it installed, install the latest service release; noting you will need your serial number to download it...

http://poser.smithmicro.com/pro2014-updates.html

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