Adobe will not accept my serial number on box

I purchased elements 13 on line from staples. I found the serial number on the box but when I try to install it will not accept the number even though I registered it on my account

Go here and scroll down to Still need help? Sign in for support:
https://helpx.adobe.com/x-productkb/global/find-serial-number.html
work your way through the links there and  just keep going, even when it looks like a page you've already been on, and you will be able to start a chat session and get it straightened out.

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