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jba_DPW
jba_DPW
Participant
September 15, 2020
Question

Activating Captivate

  • September 15, 2020
  • 2 replies
  • 592 views

When trying to activate Captivate I am being asked for a serial number. I am logged in to my CC account and have been given a new license to Captivate through my organization. The organization says that it does not have a serial number to provide to me. Why is Captivate not activating under my existing CC account? Is it possible that I am going to have to run a separate CC account to activate Captivate?

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    2 replies

    Lilybiri
    Lilybiri
    Legend
    September 15, 2020

    Are you talking about an Enterprise license? In that case I would ask a staff member to contact you.

    If it is a subscription license, it is linked to an Adobe ID. You need to log in with that ID to have the application activated. If your ID is linked to the license, try to sign out and back in to CC. That seems to have done the trick for several users. 

    Paul Wilson CTDP
    Community Expert
    Paul Wilson CTDPCommunity Expert
    Community Expert
    September 15, 2020

    Captivate isn't part of the Creative Cloud so there is no link between the two. It's possible that the new license is associated with another Adobe ID account. Check with them and see what account they associated the license with. 

    Paul Wilson, CTDP
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