Tired And Bummed

New user, not dumb, NEW to avid; having worst-woRST-WORST customer experience I have had in a long time. In the dark stumbled my way through dodgy prompts; got iLok manager and avid to recognized; now in Firefox (Tried Safari to no end) and download status says 6 + hours the second time around, FIRST attempt resulted in "Failed" message next to file names. NOW avid site prompts for "Activate and download (DID NOT BEFORE) " BUUUUT code is invalid because it has been used already. I am exhausted and very saddened. Called at 3 PM pacific time, got "Outside office hours" found my way to this point, and now it REALLY is outside office hours. Are there any initiated who could guide me through this debacle ? IS ALL of avid customer support just largess of fellow users ???:(