Are you entering the code ON the actual manual into http://www.startrekonline.com/activate ? Also make sure you are entering the characters correctly, as some could be misprinted.
If you still get that error message, then you will need to telephone billing to get your account activated manually.
My retail key does not work either. Like MaxJustice, i also get the "This product key did not match our records" error. I currently have sto preorder activated and i have credit card info filled out under my account...still no luck.
Comments
If you still get that error message, then you will need to telephone billing to get your account activated manually.