incorrect username and unlock code error

just installed ADE.  got an adobe id.  when i call an ".epub" file i'm asked for a username and unlock code.  according to help files username would be credit card name, and unlock code would be credit card number.  no direction other than that.  not when to use caps lock or hyphens between numbers, or even if "card" should follow credit card name.  tried different variations but no luck.  tried my adobe acoount username and password.  still no luck.  instructions for this software are not great. Can anyone help?  because it seems you can't get hold of adobe if your life depended on it.