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DavidP_UK
Participant
December 3, 2020
Question

Photoshop Elements 2021 will not accept my serial number

  • December 3, 2020
  • 6 replies
  • 550 views

After trialing Photoshop Elements 2021, I decided to purchase a licence for my Macbook Pro. Groupon UK had an offer so purchased through them. I was sent a link that enabled me to obtain a Redemption Code. This I entered at Adobe to gain the Serial number. I entered serial number and got a notification saying it was not valid. I downloaded new Elements 2021, entered serial number again, and still go a non-valid notification. I checked with Adobe and they confirm serial number is valid. I have spent the entire day on the Adobe Chat Helpdesk. They even had remote access to my screen. Despite loads of subsequent downloads and the fact that the help desk confirmed my serial number is correctly registered in my name, it seems impossible to use it to activate PS Elements 2021 (Eng). The HelpDesk assistant just gave up and left the room without explanation. Help what do I do? Could it be Adobe issued the wrong Serial Number for the language version (ENG) I am using? 

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6 replies

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
December 4, 2020

This is probably a wild idea that is wrong... but could you have received a Premiere Elements redemption code and serial number?

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    December 3, 2020

    David, can you please update this public forum discussion with the case number for the interaction you are referencing?  Please see https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for information on how you can locate and update your recent support cases.

    DavidP_UKAuthor
    Participant
    December 3, 2020
    Jeff, p[er your request: My discussions with Adobe HelpDesk were coded as: Case Numbers: ADB-16722002-Y2T1 and ADB-16747640-X2R1
    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    December 3, 2020

    Thanks, David, I am showing that both cases were resolved and the most recent case, ADB-16747640-X2R1, the serial number was registered under your account.

     

    Try using a newly created local Administrator account to try the installation again. If you continue to encounter problems then begin a new chat session at https://helpx.adobe.com/contact.html with the current error you are encountering. You can also use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make any updates if you need to start a new support case.

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