License product code missing

Hi,

I purchased a MathCAD license for MathCAD prime.

I have an account, a customer number, a sales order number and a site number.

In addition, when I download a summary of my license, I get a zip file with a customer number and a 13 character number.

But when I need to install the license, I need to register a 14 character code + 4 +4 code.

Where or how can I get the "product code" or a license file?

Regards