Serial number problem when updating

serial number problem when updating

Hello, today I have updated my Herelink Station when I am going to enter my KEY it tells me that it is not valid, I have written the written KEY and a copy of the box of my station, I have revised it 10 times but always the same error

My key has a total of letters and numbers

SN: XXX - XXXXX-XXXXXXX

but later in my herelink station it seems that a number is missing in the bar code since in herelink station when updating are

SN: XXXX-XXXX-XXXX-XXXX

Would a number not be missing? Are there 4 for each box?

Where do I claim this? Since my seller does not answer, is it possible to contact HEX directly?