Sorry you are having a problem. Can you tell us where you purchased the product (e.g. Google Play, Norton or ....)? What is your device and version of the operating system (presumably Android)?
Can you also tell us exactly when you got this error message?
In another post you say that you "tried the chat option with no success". In what way no success? Did you not manage to get anyone who understand the problem (if so what link did you try?) ; they declined to help (if so why?); the solution they offered did not work (if so what did they suggest?).
Have you made several tries at well separated times, in case it was a server or network issue?
I look forward to hearing back from you.
All sounds most odd. I would suggest trying this Chat link from your computer and see if it works. If not come back and let us know as something will definitely need fixing...
And if it does work come back and give us the good news. :-)