FileMaker licensing is two part. Part one is the organization name and part two is the key itself. Buying a boxed product--didn't know that you can still buy it that way, might well need to provide you with both values so check the info provided and if both are supplied, make sure that you enter both correctly.
You might also explain what you mean by the fact that "you can't get anyone on the line". Stuck on hold? or some other problem?
Thanks - I appreciate your thoughts and sorry to have wasted your time - in the license key there was what I thought was a W but in fact was VV (two Vs). An old trap I suppose.