Did you purchase Premiere Elements 13 from Adobe as download?
Please repeat the serial number insertion a few times - antivirus and firewalls disabled?
If you have not already, please go to your account at Adobe http://www.adobe.com, sign in with your Adobe ID and password, and confirm the serial number in the My Products list under your account. Any chance you have Photoshop Elements and Premiere Elements, and the serial numbers got mixed up?
How many places do you have the purchased activated serial number before you started the present install? Are you going from Windows computer to Windows computer or Mac computer to Mac computer on this?
Please consider and supply more details. Any clarification needed on the above, please ask.
I logged on to make sure I have the right serial number.
I did have it loaded on another computer and I never removed it. Is there any way I can delete it?
I am using windows.
Thanks for the follow up.
If all you have is one Premiere Elements 13 with its serial number on one computer, then you should be able to install that Premiere Elements 13 with that same serial number on the second computer.
But, if you want to remove Premiere Elements 13 from the first computer for troubleshooting purposes in this case...
1. Open Premiere Elements 13 on computer one to its Expert workspace Help Menu/Sign Out. Click on Sign Out. That will deactivate the program. That is not the same as uninstall. You do not have to uninstall at this point. But, just to remove Premiere Elements 13 completely.....
Close out of Premiere Elements project and program.
Go to Control/Installed program and uninstall Adobe Premiere Elements 13.
I have assumed that your Premiere Elements 13 is on Windows 7, 8, 8.1, or 10 64 bit.
Be sure to be working with antivirus and firewalls disabled during any download and installing of the product.
If none of the above resolves the issue, please describe the computer 1 and 2.