Need some more details about the order. Is it an educational order or a regural order.
Could you go to https://www.adobe.com/account.html, log in( if required), and then check the details of your order.
Some common issues are already described. Could you have a look at the following document to see if helps: http://helpx.adobe.com/x-productkb/policy-pricing/stores-online-order- payment-faq.html
If that does not help, I suggest that you get in touch with support, with your order number and other details.
Europe, Middle East and Africa