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Participant
January 2, 2024
Question

Adobe cancelled my Serial # for Master Collection CS6 without cause

  • January 2, 2024
  • 3 replies
  • 574 views

Adobe just canceled my valid serial number for the education version of Master Collection CS6 because I couldn't produce an invoice from them. I have the Product Code, p/n number, bar code, Date purchased, email address used to register, serial number, and Eligibility verification from Adobe. When I called they passed me around to different people like a ping pong ball.  Said they would call back in 24-48 hrs. They called back around 89 hours. I asked to be transferred to a supervisor and was put on hold and then the call disconnected. No callback. They said they would be more than happy to sign me up for a subscription. 

Terrible customer service. I always have had good customer service before. 

This topic has been closed for replies.

3 replies

SkipDriveAuthor
Participant
January 4, 2024

The account used to purchase and the email is no longer active. It was over ten years ago and purchased through Adobes education program and verified by Adobe at the time of activation. Of course I can't find the invoice after ten years. The IRS doesn't even require that. But then Adobe is not an American company. 

kglad
Community Expert
Community Expert
January 4, 2024

adobe is a multi-national company,  but is incorporated in the usa.  (i know, it's an irrelevant nit.)

SkipDriveAuthor
Participant
January 4, 2024
I am aware, but their customer service is not located in the U. S. and many representatives are hard to understand which leads to frustration and misunderstand on both parties.
Participant
January 4, 2024

I am having the same problem. I get this huge notice that repeatedly pops up saying my Photoshop CS6 is an unlicensed version and they will disable it in 10 days. I bought the disk years ago directly from the Adobe website because I didn't want to spend thousands into perpetuity with a downloaded cloud version. You're lucky you still have your receipt, mine is buried with all my tax records and I sure don't remember what year I bought it. There was no indication back then that Adobe would try something this underhanded down the road. I think it is a ploy to get rid of any option but a subscription, but it is a nasty disrespectful way to go about it. Regardless, I could not get any help online. I have my serial number but they want a proof of purchase. Since I bought it from them I would think they would have all that information. Just know you're not alone on this one, and if anyone has any information on what to do - within those threatening 10 days - please let us know!!!

kglad
Community Expert
Community Expert
January 4, 2024

@Black Water S345824969ebd 

 

check the account you used when purchasing, https://account.adobe.com

kglad
Community Expert
Community Expert
January 2, 2024

from whom did you purchase?