Activation Code for Purchased License not working

My father purchased a package, which included 12 returns, in a retail store. He was able to activate the software and submit 2 returns.

 

On a different computer, I went to the suggested site turbotax.ca/activate and it took me to the following site address (TurboTax) to enter in the 16-digit activation code. I've noted that other posts suggesting to ensure that you are on the Canadian site, which I am. Have keyed in the correct code several times and continue to receive a message that 'Somethings not right, try re-entering your code'.

 

I'm working on this in the evenings and am unable to call during live customer support hours. Please help!!