Can't activate license. Only shows 'could not validate key'Answered

Hi Wyatt, I have a customer who is entering their node locked key into our license manager unsuccessfully. The weird thing is that there are no errors that come up, just shows an alert that says ‘could not validate the key.’ Have you seen this before? And are there any explanations / remedies for this?

Link to screenshot: https://drive.google.com/file/d/1EziOk4c0LUU2seaUmq1XQvYH60tyFpDv/view?usp=sharing

Thanks