License path issues not allowing me to use products - Sim Solid / Inspire Mold

I need support in fixing an issue i have when trying to use Altair products Inspire Mold / Sim Solid 

I am asked to login and activate my license. The login fails and licence is not recognised nor authentication code accepted. 

My engineering director who oversees this has shown that I  have a license and an active account 

Please can you advise, thanks