Email address changes mean I can no longer use software I purchased long ago

Forum|Forum|3 years ago
December 4, 2022
2 replies
388 views

I purchased Premiere Elements 13 long ago and registered it using an account using an email address that no longer exists. I cannot access that account any more. I have a new account with my current email address but this does not show my Premiere Elements 13 as being registered to me. However I have been able to continue using the product up until now but not after I tried to install the latest version 2023. So I'm no longer able to use the product that I purchased and cannot register it in my new account as it is already registered in an old account that I cannot access. What can I do? There is no way I can see of contacting Adobe to sort it out.

Martine Rose

Account management

This topic has been closed for replies.

kglad

Community Expert

you can't re-register and you don't need to re-register to use.

what problem do you have trying to use?

M

Martine25952622nygfAuthor

Participant

Yes I have found I cannot re-register but cannot access my account where I originally registerd. When I try with all my old email addresses, I only get account does not exist.

When I try to use either the new version or the old version of the sofware, I can only use it as a free trial for 30 days. The serial number I have is not recognised with my new account and I need to sign in in order to register the product..

Peru Bob

Community Expert

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

or Twitter:
https://twitter.com/AdobeCare

M

Martine25952622nygfAuthor

Participant

I've been goiing round in circles on the website to find a pop-up chat window but no luck. I've allowed pop-ups, not using VPN, and even found a 'contact us' button but clicking on it does nothing.The link you gave didn't get me anywhere new. Maybe it's because I am UK?

I'll try Twitter.

But thanks sll the same.

kglad

Community Expert

@Martine25952622nygf,

it's unlikely you'll get the help you need from adobe for an unsupported product like pre elements 13.

so again, what problem are you having installing and using?

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