Download Access Code Problem

sorry for my english :slight_smile: please help !
i just bought cubase 9 today
i had no cubase before that
in the box i have the dongel and the access code sheet
when im writing my code in the registration area
it says :
“Please enter the serial number of your to complete the registration process:”
and another blank area opens for another code
i tried to put their the serial from the elicenser
but it says
“No model given”
i tried evreything for hours with 3 friends who also have cubase and no one had any solution
what am i doing wrong ?
i should get the download link the second i wrote the access code but its not happening

please someone ?
i contect my country support
and they didnt have a solution either