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Adobe gave away my license

Forum|Forum|7 years ago
October 2, 2018
4 replies
2942 views

I purchased a physical box copy of Adobe CS 5.5 Production Premium back in 2011 and received the serial number for it from identit-e.com after they authenticated the purchase. I've used the software without issues for the past 7+ years. Today, I got an email from Adobe that someone else claimed the same serial number TODAY in 2018 and they have removed the product license from my Adobe account. I provided the original order emails, invoice, FedEx shipping, and serial number confirmations from identit-e.com, but they said none of that matters unless I can provide a photo of the original box. The price I paid was for the license, and nowhere did it say I had to keep the the cardboard packaging (which didn't have the serial numbers on it). I can't find the cardboard box and I had no reason to think something like this would happen from a reputable company like Adobe. The customer service agent I just spoke with was quite unsympathetic and acted like I'm trying to scam him to regain access to what I paid for.

I was just robbed of the over $400 I paid for this by Adobe and some other mystery "customer". What are my options/recourse in this situation??

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

Hi Jeff,

Thank you for your responses. I am not currently trying to install the software. It's installed on my computer at home but I only use it occasionally. I will certainly check it out tonight but I am bringing this issue based on contact initiated by Adobe today that my license was transferred. It is an educational license that I purchased for $400+ and authenticated through identit-e. I did not ask for it to be transferred and have never shared or given the serial numbers to anyone. It does seem to be a dead end with support though as they don't feel I have proven ownership and I'm not able to satisfy them. They will close the ticket in "2-3 days" if I can't prove ownership so I'm desperate to escalate or get advice on how to proceed from the community of more experienced Adobe customers.

Ok, thanks, Dan. I wanted to verify nothing was blocking you from currently using the software. We often have individuals with education licenses be confused with the invalid serial number message as was discussed in post #8.

Please update this public forum discussion if you continue to face difficulties retrieving your license, Dan. If you can include the case number, from your interaction with our support team, it would be appreciated.

danl84772955Author

Participating Frequently

Great. And now the scammers are direct messaging me through this forum asking for personal info. No wonder this is happening.

https://forums.adobe.com/people/Need%20Urgent%20Help

Jeffrey_A_Wright

Community Manager

Yes, Dan, please be careful as this public discussion forum is accessible to anyone with Internet access. Please only provide personal information by using the process listed in View Adobe Support cases or sending a private message through the forums to an individual with a Staff badge. Those of us with Staff badges work for Adobe directly. Anyone else is another member of the community. You can see an example of the Staff badge next to my name.

I will report the profile that you posted in message #7.

danl84772955Author

Participating Frequently

Hi Jeff,

I have followed the instructions on the support site and uploaded all of my receipts and correspondence with the full confidential details. The rep said even though I provided these documents that they could not restore the license because someone else is claiming it just today. I am therefore looking for suggestions here on the support forum from other users who may have had this happen to them as well and learn how was it corrected. The support site appears to be a dead end as I described earlier in this thread. I'm beside myself and don't know what to do next. I'm really disappointed and shocked that Adobe would do this to me and can't figure out how it happened or what I could have done to prevent this theft/scam or whatever is going on with my account.

Jeffrey_A_Wright

Community Manager

Thanks, Dan. Support cases typically are updated within 48 to 72 hours. If you do not receive an e-mail notification, then please go to http://www.adobe.com/ directly to check for an update. E-mail updates are often caught is spam folders so going directly to the website will verify the current status of the case.

I am not sure what assistance the Adobe community can give you. Please do continue to update your support case and let me know if you continue to face difficulties. I have not heard of a license being reassigned before. You can find the process necessary to transfer a license at Transfer an Adobe product license . In addition, Education licenses are not transferable which if you were using Identit-e then you had purchased an education version of Creative Suite 5.5 Production Premium. So I am very perplexed on how the license could be transferred, but I have full confidence our support team can resolve this request.

If you are currently installing Creative Suite 5.5 Production Premium, and encountering an error, then please update this public forum discussion with the specific error.

Education licenses are tied to the installation files provided with your purchase. So if you are attempting to use your CS5.5 serial number with the retail installation files that are available at Download Adobe Creative Suite 5.5 products then you will receive a message that the serial number is invalid. Only the installation files provided on the DVD will work with the serial number you purchased. For more information on causes of Invalid serial number errors, during the installation process, see Error: "The serial number is not valid for this product" | Adobe Creative Suite , Dan.

danl84772955Author

Participating Frequently

Hi Jeff,

Thank you for your responses. I am not currently trying to install the software. It's installed on my computer at home but I only use it occasionally. I will certainly check it out tonight but I am bringing this issue based on contact initiated by Adobe today that my license was transferred. It is an educational license that I purchased for $400+ and authenticated through identit-e. I did not ask for it to be transferred and have never shared or given the serial numbers to anyone. It does seem to be a dead end with support though as they don't feel I have proven ownership and I'm not able to satisfy them. They will close the ticket in "2-3 days" if I can't prove ownership so I'm desperate to escalate or get advice on how to proceed from the community of more experienced Adobe customers.

danl84772955Author

Participating Frequently

The product that was removed from my account today:

Product: <product code> - PRODUCTION PREMIUM CS5.5 WIN DVD UE

Date: August 3, 2011

Serial Number(s):

PRODUCTION PREMIUM CS5.5 WIN DVD UE:

1328-XXXX-XXXX-XXXX-XXXX-6123

As you noted, there is another older product still listed in my account.

Adobe Creative Suite Production Premium

1328-XXXX-XXXX-XXXX-XXXX-3421

Version: 3.0

Platform: Windows

Registration Date: 6/20/2008

Jeffrey_A_Wright

Community Manager

Danl84772955, you are currently posting in a public discussion forum accessible to anyone with Internet access. Please update your open support case with the confidential information by using the process listed in View Adobe Support cases .

Jeffrey_A_Wright

Community Manager

Danl84772955, is the Creative Suite 5.5 Production Premium no longer listed as a registered product on http://www.adobe.com/? I am showing there are two licenses for Production Premium under the e-mail address you used to post to this public discussion forum. For information on how to locate your registered serial numbers see http://helpx.adobe.com/x-productkb/global/find-serial-number.html .

Beyond the e-mail, are you attempting to reinstalling Creative Suite 5.5 Production Premium, Danl84772955? If so what error messages are you receiving?

Please be aware that the serial number was registered to your account as part of the redemption code process. Please see Serial numbers, redemption codes, and product codes | Student and Teacher editions for more details.

danl84772955Author

Participating Frequently

The Creative Suite 5.5 Production Premium is no longer listed under my Adobe account. I also have an older version that is still listed, but not the one I bought in 2011 (CS5.5). I was just on the phone with Adobe support and they said the license had been taken and given to another account who "proved" they were the owners but it's not possible and there was no additional explanation. I'm going to scour my closet for the cardboard insert tonight but the rep said I was out of luck without the original box even though I have all documents on the purchase.

As far as the redemption code process, I don't remember this process since it was 7+ years ago, but I had to register my email through identit-e.com and they sent the license code for the product. I then registered that into my existing Adobe account back in 2011 (with the older product I also had). There have been no issues since that time until I received the email this morning from Adobe and talked to that rep on the phone saying they believed the other customer and took away my license. I gave the receipt, shipping info and emails from identit-e.com and Adobe but he and the supervisor wouldn't do anything to make it right. What recourse do I have?

Jeffrey_A_Wright

Community Manager

Ok, thanks for the update, Danl84772955. I did see that you have an open support case so please use the process listed in View Adobe Support cases to provide the requested information.

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