Old software is registered to my account, but unable to see and deactivate any devices

Question

HelloI have CS5.5 in a box with a serial number. Has been running just fine. But now I have a new computer and I cannot activate it because it says I already have two devices activated. I thought that I had deactivated it from my (very) old machine.  When I use an old email I can login and see it is listed on the front page of my account under 'Your products' but when I go to Plans and payment > Activated devices - none are listed.  This means I cannot deactivate anything, so I cannot activate my new device?Adobe's support bot keeps running me around in circles and saying I do not have any software.  Any suggestions for how to get it to work properly in my account? Or how to contact real Adobe support humans?

John T Smith · Answer

The only way to deactivate that old version is on the computer where it is installed, not online at your account

Adobe's new policy is that support staff is no longer able to change your activation count

Sadly, you are not going to be able to activate on a new computer

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