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serial key

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Duncan, welcome to these user forums.

Sorry but more information is needed to know how to advise you.

What error are you seeing?
Is this an upgrade from an earlier version?
What actual product do you have?
Have you registered your serial key to your Acronis account?

You may find it quicker to raise a Support Case directly with Acronis support and use the Live Chat feature to get help with validating your serial key.  http://www.acronis.com/support/contact-us.html

I'd also recommend contacting technical support - they should be the first stop for all licensing, account and/or registration issues.  This is the user forum... although we might be able to suggest a work-a-round in some instances, tech support should be able to sort out these specific issues directly as they have direct access to look into your account and make changes if necessary.