eLicenser question on updating

I have just purchased Cubase Elements, which arrived in a sealed box. The download was good but when I try and download the E License I keep getting faults with the final update box telling me that several parts of the download have failed. When I do get to the end the E Licence already has a disabled licence number displayed. I have tried deleting this number and updating etc but it persists. I have the new Activation Code but when I put this in and press the enter button, the old disabled number reappears. I’ve tried everythng and am getting nowhere. Can anyone help?