I have marked this post for attention by Incomedia.

You may wish to explain what you are trying to do. Install a copy on new PC by downloading from your profile / download perhaps?

Hi thanks for your reply. I am upgrading from 13 to 16 because there was a special discount offer. It is to install on the same machine as 13 from a download after payment. I have the paperwork and have downloaded the file, but the activation doesn't work - "The licence key entered is an upgrade from another program or an earlier version. The account associated with your email is not enabled to install this program" 

Well, I am still awaiting a reply regarding this - I have spent good money on an upgrade and still cant use it. I have been a loyal customer of Incomedia since X5 version8 but the customer service has been really poor recently. Please sort this out immediately or refund me in full.

Anthony, when you purchased the upgrade you should have received an email with a new license key (the activation key from 13 will not work). Did you complete all the steps by registering v16?

I am not sure what other steps I have to complete - I am registered here, the email address I have used is the same one as usual, I have a new license key that I have tried to use, still the error code 322. What else do I have to do??

Anthony: make this - in email you recieve after buy key for v16. now you start install v16 and use your new key and log and password from helpcenter after this your license appear in your account....

* in email  you recieve key for v16

it needs to be done once. 

I have already done this, but I haven't got a password from the helpcentre

Hello Anthony, 

unfortunately there was a mistake on the Offer page, so you unfortunately purchased the wrong licence. 

I kindly suggest you to place a new order from this page: https://hello.incomedia.eu/websitex5/1806_v16/grp_b_en

We will ask Cleverbridge for the refund of the wrong licence, I kindly ask you to confirm we can proceed. 

Thanks! Kind regards.

Actually, I think you'll find I didn't "purchase the wrong licence" you sent me the wrong details. I will need the refund on my card before I can re-order, so please proceed with that. I will then consider whether I will deal with your company again...