Unable to redeem code for serial # - Adobe Photoshop Elements 12

Hi,
I am attempting to install Adobe Photoshop Elements 12 and have a redemption code to receive a serial number. After I go to the website (www.adobe.com/go/getserial), I enter the redemption code and receive the message that it has already been redeemed by another user. I bought this copy of adobe photoshop elements 12 new from staples in April '14. I have been using Adobe Photoshop Elements 10 since but would like to use 12 now. Please advise what must I do to receive my serial code so I can proceed with the installation.
Gratefully,
Marie Lyon

contact adobe support by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

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