chief architect registration process

Hi, i have chief architect X1 11.0.6.41 version with a key. have installed it and when trying to open it asks for update (tried doing once). later directs me to registration window and prompts to type in the key. after doing it asked to enter all personal detail. did it but at the end it says the product is not registered on the database hence could not generate the password to proceed further. any advice to how to go about and use this one with out any licence issue.

I would like to know why I can get more information and clear enough to introduce me?

Only we can help each other in this regard.