Hi James
I'm not with Laminar Research, just a fellow simmer in the UK, but could I please ask who you purchased your copy of X-Plane 11 from?
Normally you would purchase it online from LR's website and they would then send you an email with your Product Key to activate the digital download version that you would have also obtained from LR's website.
Was this the case, or did you purchase it elsewhere i.e. Steam etc?
Regards