darkhallow's location says Norfolk, UK. She probably doesn't have the US version of this game, so has no password printed on her manual. Her problem is getting the original UK registration key to work. ??
Is it possible that she typed it wrong in the first place and some log cache has blocked her later efforts? It seems like that's happened to me before with a game, and I had to delete an error log somewhere. Does anyone know what I'm vaguely remembering?
PS: There's also a patch. Would that make a difference?
It sounds like darkhallow is understandably too frustrated to keep messing with this. So sorry, darkhallow!
I'll just add that if this were me, I'd uninstall using ccleaner, making sure I removed all registry references, etc. Probably even delete the game folder AFTER I did the uninstall so that nothing was left. Then I'd restart my computer, reinstall, and do the registration code, being careful to type all those pesky letters that look like each other.
Last resort would be to contact support: firstname.lastname@example.org