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Activating a student license after have used trial version


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Last July I tried Nvivo 12 software for the 14 days allowed (trial version) and later (last week) I bought a student license. However I cannot activate it.
I read website documentation where it said go to

FILE - PRODUCT INFO - MANAGE LICENSE - REPLACE LICENSE

However, when I open the app in my computer, I type my email, and asks
me for my password.

No es posible cargar su cuenta
Its not possible to go to your account
Su cuenta myNVivo no es válida. Revise de nuevo.
Your myNvivo accout is not valid. Revise it again.

Any  idea what I can do


Thanks for your help

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