ChessBase Player Encyclopaedia

I bought Chessbase 15 'MegaPacket' a couple of days ago.  It is the program with the 2019 Megabase.

I've not used Chessbase before (I do have Fritz 16).  I installed the programme as directed on the DVD case and it all seemed to go fine.  I was able to get the Megabase update installed too.

The thing that doesn't seem to be working is the Player Encyclopaedia.  If I search in the database, it is clear that there are 10s, possibly 100s of thousands of players.  However, in my Player Enyclopaedia it lists 667 with several notable omissions (Kramnik, for example).  If I click the 'Updating Players' button, I get a somewhat gnomic message telling me 'No valid game subscriptiont found' [the 'subscriptiont' bit is verbatim, incidentally].  I have 'Activated' both the keys I got with the package - one with the program and one for the MegaBase.  So I have no idea what it is Chessbase is looking for here.  In any event, it doesn't prompt me to enter any key at this stage.

(Incidentally, if I open the Megabase and search for players in there, they all seem to be there.)

I've contacted Chessbase support but they have not responded to me as yet.  And I wondered if anyone here might know what to do, since it's probably something daft that I'm doing wrong.