7.1 activation code problems

hello my sister brought me the razer blackshark v2 x wired headset and I over Scratched the activation code and every time i try to get a new one its like a never ending loop i put in the serial number and it will just tell me the device isn't eligible for a activation code and I tried to contact support through the razer id website but it doesn't feel like its working. please any help is appreciated