You will need to make sure that you purchased it under the same account that EasyWorhip is on otherwise it will not recognize that you own it. If you purchased it under your name and not the same account that EW is own it will not show up. Also you have to make sure that you are logged in with the correct email address and password. Also if you are using an old 2009 version then you will need to call us and we will need to create a new serial number.