Resolve "Product key is not a valid format" when installing ConnectRight Mailer

Products affected: ConnectRight™ Mailer


When attempting to install ConnectRight™ Mailer, the message "Product key is not a valid format" is displayed.


ConnectRight Mailer has not been updated to the latest version of software.


UPDATED: June 16, 2017
This error typically appears when following the instructions in the article on How to download and install ConnectRight Mailer and entering the Product Key and BPN/CAN (Business Partner Number / Customer Account Number). The Product Key and the BPN/CAN are contained in your ConnectRight Mailer Welcome Letter that you received in the mail. If you cannot find your Welcome Letter, contact us. 

A BPN is a 10-digit number starting with 2 zeros. A CAN is an 11-digit number. The Product Key is an alphanumeric string between 26-32 characters. 
  • Example BPN: 0012345678
  • Example CAN: 12345678910
  • Example Product Key: 1234 5678 9ABC DEFG HIJK LMNO PQRS
When attempting to install ConnectRight Mailer, if the error "Product key is not a valid format" appears, follow these instructions to update the version of ConnectRight Mailer:
  1. In Windows Explorer, navigate to C:\Program Files\Pitney Bowes\ConnectRight Mailer.
  2. Double-click on the file named CRMSoftwareUpdate.exe.
  3. The Software Update window appears. After the update completes, select Finish.
  4. Double-click on the file named ConnectRight Mailer.exe.
  5. In the Enter Product Key window, enter your Product Key and BPN/CAN, and select Validate. The message “Product key is not a valid format” should no longer appear.
If the message still appears, contact technical support.

Note: To check your software version in ConnectRight Mailer, select Help > About. The version of ConnectRight Mailer you are using will be displayed.