Why can I not sign in and download my new copy of photoshop elements 12

Why can't I download my new program---first it asks for my adobe ID--which I give it and then it says not recognized--so I try and try and try again--changing the password--then it asks for a serial number and gives me 24 spaces--but the serial number has 30 spaces--why haven't adobe--as big as they are not got decent help.

Version 13 is the current version.  Did you purchase version 12, and from where?

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