I purchase Lightroom 6 upgrade and during installation the product won't download using the serial number provided. It then asks for serial number of previous installation (lightroom5) but does not recognise it once inserted. Please help!

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i purchase Lightroom 6 upgrade and during installation the product won't download using the serial number provided. It then asks for serial number of previous installation (lightroom5) but does not recognise it once inserted. Please help!
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Yes, I have a TLP license, so which kind of upgrade should I buy?
I'm an Italian user and I would prefer to contact support by web chat but I can't find it in the website, please can you help me? Thank you, I'm desperate!