Hi @feuerbach,
Sorry to hear about your issues. We have created a troubleshooting guide for this problem @
https://help.tobii.com/hc/en-us/articles/213804949-Having-problems-receiving-your-Game-Key-
Please kindly go through these steps and should you still have difficulties, raise a ticket with Tobii Tech support directly @
https://help.tobii.com/hc/en-us/requests/new
And a support representative will be in touch shortly.