Serial number "not qualifying" for upgrade

Everything works great through the PURCHASING process, but as soon as I try to use the expensive "upgrade" from ACROBAT PRO 9 to ACROBAT PRO XI, I'm told my Pro 9 SN doesn't qualify. Why? (Mac)
FYI - "chat" is useless on a Sunday apparently. So much for 24/7. I see this question has been asked multiple times without any resolve for anyone in the last TWO YEARS.

attn: Rajshree: I've tried responding to your email & clicking the "direct" link but nothing works. More Adobe hassle?
To answer your email about a replacement SN:
Why would I need a replacement when I already had a VALID full version SN? The issue has been taken care of, though it took a lot of unnecessary rigmarole to get there. I’ve been paying for full versions for over a decade (maybe 2?), so there’s no good reason for the hassle I’ve been through, but offering a replacement is a nice attempt at a solution, but it’s also a bit of a slap in the face, as if I’m trying to get one over on Adobe when it’s Adobe making it difficult/impossible for legitimate upgrades to be made hassle-free.

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