Adobe Premiere Elements - serial number provided by Adobe won't work

Trying to install Premiere Elements ....
Entering serial number provided by email after online purchase (from Adobe) on a Windows 8.1 OS gives "Adobe genuine software verification failure": "The product you are trying to install...appears to be counterfeit"
Tried installing a trial version and then entering serial no. into purchase option - didn't work.
Any help would be much appreciated. I have spent a total of 5 hours (over 2 days) on the customer care chat line to no avail....

PICNetBC
This is not Adobe. Rather user to user. From your description of the issue, it would appear that Adobe is the only one who can resolve your issue.
Please confirm what version of Premiere Elements is involved and on what computer operating system is involved.
If you purchased Premiere Elements 13 from Adobe within 30 days of purchase, Adobe should be able to resolve this problem
a. Chat Orders - for return/refund
https://helpx.adobe.com/sea/contact.html?step=PRE_membership-account-payment_payments-invo ices-orders_stillNeedHelp
Premiere Elements
Membership, Account, Payment
Payments, Invoices, Orders
Chat Panel
If the above link does not hold its set, the you will need to navigate to the Chat Panel using the above titles as guides.
b. Chat - ID, Sign In, Account Help
Contact Customer Care
Premiere Elements
Adobe ID, Signing In
Adobe ID, Sign In, Account Help
Chat Panel
If the above link does not hold its set, then you will need to navigate to the Chat Panel using the above titles as guides.
Just so that I am better understanding your post in the Adobe Premiere Elements Forum today, how was your issue left with
the Adobe Chat people that you reached and spend so much time with on this matter?
ATR

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