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If you bought it elsewhere, follow their guides and check your account for the procedure.
Where did you get it?
But being on this topic:
I have the same problem the other way round: I bought the game from Giants, have the activation-code but can't activate it on Steam, only stand-alone!
Wanna trade?
BTW: have you tried to solve your "problem" in the community here?
mabbe007: Have you checked, if your network settings (IPv4, Port 10823 via UDP und TCP) are correct?
I just tested to send a support ticket using their official website without providing any key or purchase ID and according to the site it went successfully.
So are they replying to you requiring a key to help you further?