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Does your Cloud subscription properly show on your account page?
If you have more than one email, are you sure you are using the correct Adobe ID?
https://www.adobe.com/account.html for subscriptions on your Adobe page
Some general information for a Cloud subscription
Cloud programs do not use serial numbers... you log in to your paid Cloud account to download & install & activate... you MAY need to log out of the Cloud and restart your computer and log back in to the Cloud for things to work
Log out of your Cloud account... Restart your computer... Log in to your paid Cloud account
This is an open forum, not Adobe support... you need Adobe staff to help
Adobe contact information - http://helpx.adobe.com/contact.html
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"
CS5-thru-CC PPro/Encore tutorial list http://forums.adobe.com/thread/1448923 may help
-Encore instructions http://helpx.adobe.com/encore/kb/encore-cs6-installed-cc.html if you have a subscription
The bottom section of the tutorial link above has several Adobe links, and other information, on downloading Premiere Pro CS6 and the bundled Encore CS6, and https://helpx.adobe.com/encore/using/download-library-content.html for the Encore library content... and the tutorial list includes learning how to use Encore... pay particular attention to the picture in reply 3 at this link - https://forums.adobe.com/thread/1516173 (picture first posted by Ann Bens and reposted by Stan Jones)
For help with using/learning Encore, go to https://forums.adobe.com/community/encore/content