Help in getting software loaded

Did anyone have this problem? I have been passed along and cannot find out how to get technical help. No submission button. Here is my problem:

After downloading the software, I received the following:

"This program requires a security key. If you have one, select ok to enter it. After entering a valid key, you will not be prompted again"

After the bar disappeared the next bar asked:

Hardware fingerprint:
Name: ????
Key:
Title of game: Hidden Expedition: Amazon
Language: English

I went to your support website and tried to find something that addresses my problem and saw something close and attempted the corrective action and it did not fix my problem. The software that I purchase did not have a security key anywhere on the packaging. I would love to be able to play the game. These are my relaxing, happy time.
Where do I find the information that is needed.