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My serial key stopped working

Forum|Forum|7 years ago
September 21, 2018
5 replies
7772 views

I have purchased CS6 Master Collection in 2017. I have registered it with Adobe, all good.
My computer needed fixing, so everything was wiped, we started from scratch. We downloaded the package from Adobe but the registered key is not working anymore. It says it's been revoked, I should contact Customer support.
Customer support was very helpful guiding me through every step, just to download the same thing again and to use the same serial key.

Not being an expert I thought they've fixed the key somehow, that's why we're trying again (although first I thought I'm gonna get a new key, but what do I know?!) so I just entered the same key again, and it still doesn't work.
Can someone advice me what can be done now? Who should I contact to fix this?
I really think that if I purchase a product THAT expensive, it shouldn't just stop working. It's Adobe's responsibility to find out what went wrong, I'm not a technical person, but I am a customer, and a graphic designer, so I really need my working gear back on track asap!

serial key

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Correct answer Jeffrey_A_Wright

Hello Jeff,
I have followed your link, got customer support, and although I didn't get my CS6 back as I wanted, I got a lovely offer for CC that I can afford on a monthly basis. It's for the best. I had great customer support, very helpful people, I'm pretty pleased with the outcome after all. Thank you for your help,

Best Regards,

Edit

Thanks for the update, Edit! I wish you great success with your next creative project!

S

SaifPial

Participant

same thing happened to me, we should lawsuit against adobe.

M

MDVGraeme

Participant

Same thing has happened to me also, genuine product no longer accepts serial provided with software.? Very frustrating not to have Encore software any more, that was sooooo good.

I

m even signed up and buy the licence every month for Creative Cloud but it no longre includes Encore.

T

Test Screen Name

Legend

I‘m stating that the chances of any purchase of CS6 gets you a legitimate licensed version that keeps running is vanishingly small. Adobe stopped making it as well as selling it. If you don’t want to or can’t play the subscription game I can only recommend looking at other company’s Products.

C

cameron5E5F

Participant

why not something like vegas pro 18 or movie studio?? something with pazaz

EditMagyarAuthor

Participating Frequently

Now that would be very unfair to the customers!
If even Adobe is unable to spot the fraudulent ones from the genuine ones with all their experts, how are we supposed to know?
If they inform us immediately when we try to register, we have a chance maybe to contact the seller and get our monies back (PayPal is good with that), but after 1 1/2 years..? They should just swallow it I think, and allow those future validations... That is my humble opinion.

EditMagyarAuthor

Participating Frequently

I have purchased from a reseller, exactly because adobe stopped selling them. What other option did I have?

However I have registered the package with Adobe straight away, they accepted it, and that I take as a confirmation of it being genuine.

It has been reinstalled once already this April by myself (over a year after the purchase(, and the key was working. I actually got the key off my adobe account, from my registered product. Therefore I don't think this would be the case here. I have already contacted customer care, and the lady told me the problem is that my computer got wiped. However she could not tell me how to resolve it, I've been directed here.

Peru Bob

Community Expert

There have been cases where some resellers were illegally selling volume licences as individual licenses. They were able to be registered, but later Adobe discovered the license violations and would not allow future validation of the licenses.

DelphiZoa

Participating Frequently

Hi Editmagyar,

I'm sorry this is happening to you. It's incredibly frustrating.

Is is possible the copy of CS6 you purchased is fraudulent? If you did not get your software directly from Adobe (Adobe stopped selling CS6 in early January 2017, if memory serves) but rather from a reseller, there is a chance the item wasn't on the up and up. Adobe monitors and deactivates fraudulent serial numbers, but sometimes people who have one don't encounter a problem until they try to reinstall, as is the case with you.

For reference, here is Adobe's information on revoked serial numbers: Invalid or revoked serial numbers and Adobe Genuine Software. I would recommend reading over that and then contacting Adobe directly again via Contact Customer Care to discuss options. If you purchased from a reseller, you can also try getting in touch with them.

EditMagyarAuthor

Participating Frequently

I have purchased from a reseller, exactly because adobe stopped selling them. What other option did I have?

However I have registered the package with Adobe straight away, they accepted it, and that I take as a confirmation of it being genuine.

It has been reinstalled once already this April by myself (over a year after the purchase(, and the key was working. I actually got the key off my adobe account, from my registered product. Therefore I don't think this would be the case here. I have already contacted customer care, and the lady told me the problem is that my computer got wiped. However she could not tell me how to resolve it, I've been directed here.

John T Smith

Community Expert

Go back and re-read reply #3

It is only AFTER a number of fraudulent registrations that Adobe is able to determine that the serial number that should be used by ONE COMPANY is being used by invalid users who do not work for the company that bought the license

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