Adobe 11 std, Installation, serial number not valid.

Good afternoon,
While finishing the installation of Adobe 11 standard, the serial number is requested.
I input the one provided in the License certificate issued by the SW provider in our company.(hiding some digits for security reason ) but the program says the serial is not correct. I also tried to redeem this code in the following site: https://creative.adobe.com/redeem and the error persists (attach screenshot)
Could you please confirm if it's our SW provider's fault. Are we doing anything incorrect. Please this is urgent.

Hello.
Thanks for the quick answer. Unfortunately, the same error keeps coming up. Is there any other way to check whether the serial numbers we were provided by our software provider are ok to release? Is there any expiration period from purchase to redemption/ activation.
Thanks for your support and best regards.

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