That means they've given up and it'll never work. The times I've heard guff like that...Hi Chris, I've emailed the address the website gives for if you don't get an email; no reply from that either.
Humax customer support have emailed to say "...the website, it is still under construction so lots of it doesn't yet work correctly. It should be fully functional later this year"
Well, I just tried again and got the activation email straight away.