Validation

When I try to download templates from Office online by clicking New -
Templates - Download, I receive a message asking me to validate my copy of
Office. I click validate and then receive a message saying my copy is not
genuine. I then click 'get genuine'. After a few seconds I receive the
message 'congratulations, your validation was successful...but from there on
in I'm stuck. I still can't get my template and if I close the window down I
have to start the whole process again.

Can anyone advise me what is going on - and yes the copy of Office is
genuine.

Thanks

Alex