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Where did they get that claim token from?
I am assuming they are trying to get a Smart Connector framework license (not an extension?). If that is the case, this is not the correct Claim token, and in fact no claim token is needed at all.
They should go to https://www.smartconnectorserver.com/Marketplace and go to the second page, and find the item called Runtime 2.4 (Commercial), and click on the download button for that. They will be asked to fill a form, and only include their machine thumbprint (not claim token required).