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Rebecca3221878031km
Participant
September 11, 2023
Question

Acrobat Pro subscription stopped working

  • September 11, 2023
  • 3 replies
  • 997 views

I'm the admin for an organization and four employees reported their Acrobat Pro no longer works. It asks them to log in and enter a serial number, but then it says the serial number is invalid or already in use. The serial numbers are the same ones they used when they set up their subscriptions the first time, and the subscriptions are all paid until November 30th. Any suggestions?

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    3 replies

    Shivangi_Gupta
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    September 12, 2023

    Hi @Rebecca3221878031km ,

    I'm moving this thread to Enterprise & teams support community for further discussion.

     

    Regards,

    Shivangi

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 11, 2023

    which acrobat version?

    R
    Rebecca3221878031kmAuthor
    Participant
    September 11, 2023

    2017

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    September 11, 2023

    I do not understand... the only programs I know of that use serial numbers are not subscriptions

     

    This space is provided by Adobe, but this is not Adobe support
    Sorry, nobody here can help with an account or payment problem
    This is a public forum, you need the link to Adobe support, not other users
    Help Center https://helpx.adobe.com/support.html is a good place to start
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    R
    Rebecca3221878031kmAuthor
    Participant
    September 11, 2023
    quote

    I do not understand... the only programs I know of that use serial numbers are not subscriptions

     

    Hmm, yeah, they might be licenses actually, rather than subscriptions. I wasn't around when they were set up and I'm not the user so I'm a little fuzzy on exactly what format the software comes in. 

     

    Anyway, it definitely asks for a serial number and we have serial numbers. Furthermore, the serial numbers still work to install the software if we uninstall it. But then it requires this other step, where it asks for the serial number but doesn't accept the serial number, so now we can't access the software.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 11, 2023

    you'll be prompted for two serial numbers when activating an upgrade version. ie, after entering the app's serial number, you'll be prompted to enter the qualifying product's serial number.

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