Apologies for not getting into more detail earlier. Here are my steps from the beginning. I appreciate your help
I originally downloaded the software on my computer and registered the free 60 day evaluation under my work email. Then the evaluation expired without me being able to work with it. I registered under my personal email address for a new 60 day evaluation. My personal email address is the account I am using here. I uploaded the new certificate. It did not give me the 60 days, but gave me 30 days. I tried to then uninstall/reinstall the software and upload the new certificate again. It did not work. I emailed firstname.lastname@example.org where Dr Perry reset my personal account. I failed to mention that the software was originally registered under my work email. I tried again just now to request a new certificate under my personal email. I just got the email with the new certificate. I tried to load it through the software, but I still get the license expired message. I then tried to do a retrieve instead and use the key provided in the email along with my personal email address, but also says 'registration details provided were not valid'. Do you need to reset my work email in your system for me to try and get a new 60 day evaluation certificate for that to retry? Please let me know if I need to setup a support call or chat if you have available.