Problem unlocking Aircard 330U

I have a Aircard 330U.

I followed the instructions and I can see where I can enter the unlock code in Airwatch client.

I called my carrier (Rogers) and they gave me a 12 digit number - this does not work, and I read here that the MEP unlock code is supposed to be a 8 digit number.

I asked my carrier to double check, and they said they only have one code and it is 12 digits long.   They are not able to find a 8 digit number code.    They asked me to try using the first 8 digits or the last 8 digits.

The problem is that I am supposed to have only 5 tries as it will be permanently locked after 5 failed unlock attempts; and I have already used up 3 tries.

So is this 8 digit MEP code related to the 12 digit unlock code that I was given?

Thanks in advance.