when you enter your serial number in the software it asks for an email. You may have entered one? What email did you use when you purchased it? What email did the purchase confirmation go to? and please send me this information to admin@posersoftware.com OR jennblake@renderosity.com with your serial number. I don't want you to post personal information here. Please also tell me where you purchased it, what version it was in the email. And your full name, I can research it for you and most likely help you with this issue.