Redemption code for serial number problem

I have followed all the instructions available online.  I purchased my Lightroom 5 box set from Best Buy and can not get a serial number from the instructions online as well as printed on the box.  Can anyone give me a clue as to what the problem is?

Here is the process I followed to get my serial numbers for an Elements 13 bundle purchased at Best Buy a few months back, starting with the getserial URL in Step 1:
https://helpx.adobe.com/x-productkb/global/redemption-code-help.html#purchasedproduct
You can only redeem the redemption code once to get the serial number so make sure you write down the serial number, print it, and/or copy/paste into a document for later reference.

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    Please note that the Adobe Forums do not accept email attachments. If you want to embed a screen image in your message please visit the thread in the forum to embed the image at https://forums.adobe.com/message/6685617#6685617
    Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page:
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    Start a new discussion in Downloading, Installing, Setting Up by email or at Adobe Community
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