The surname and/or Pass number is incorrect.
You need to fill in your surname and/or Pass number exactly as stated in the order confirmation e-mail. The 'Pass number' field is case sensitive. Make sure you don't add extra spaces if you copy/paste from the order confirmation e-mail.
If you have a double-barreled surname, please check you have not added an additional blank space between the first and second word during purchase. You can check this by typing the first word of your surname enter 2 spaces and then type the second word.
Also check if you did not accidentally typed your first names as surnames and vice versa during purchase.
Please check the above and if you are still not able to activate your Pass, please enable the error logging function and send us your DeviceID (information on how to do that can be found here), and then contact us (kindly remember to quote your Pass number or order number).