Participant

Answered

Photoshop Elements 2023 Activation Issue

Forum|Forum|3 years ago
December 14, 2022
3 replies
6912 views

Purchased PE 2023 via the Adobe website yesterday. Downloaded the installer, went through the install process but got the 'Reconnect to Internet' error message after entering my serial number. Eventually got that fixed and appeared to successfully activate the install on my Windows 11 laptop. Successfully launched the Photo Editor and then after 5 seconds or so, got a pop-up to say that my serial number has been revoked!

I uninstalled PE 2023, used the CC Cleaner tool to remove all Adobe content from my laptop and repeated the install process with the same result - when trying to activate, I get the 'Serial Revoked' message

Called Adobe Tech Support who confirmed that my serial is genuine and non-revoked. My issue is to be escalated and I'll apparently receied an email. Nothing yet...not even a ticket number.

Any advice from Adobe support? Anyone else had the same issue?

Thanks,

David

Activation

This topic has been closed for replies.

Correct answer kglad

I have the exact problem. Recommendation is to contact support, but I don't see anything on any of the sites about how to contact support.

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

R

Retired EE

Participant

I had same issue. My advice: During CHAT do a screen snapshot to elevate the issue (used Win 11 snip and upload via the insert icon in the CHAT box). Stay on CHAT and go through the 3 or 4 hand-offs until you get someone who will resend a new license. Keep "support" focused on revoke license and don't accept their upgrade offers. After new license works don't ask "support?" for any more help.

I got the new S/N which allowed me to install Elements properly. BUT when I checked my active devices, I had no active devices - which obviously I do! Also my old revoked license is still listed as my product. And Adobe system Info tells me I have Windows 10 32 bit - I really have Windows 11 (22H2) 64 bit. Another "support" contact was tried, but I gave up after so much bad info.

Too bad I like the app because "support" makes me never want to buy any Adobe products ever again.

kglad

Community Expert

@Retired EE

thank you for the information.

D

Dan27697561ffhz

Inspiring

I am having the exact same problem. I responded to an offer from Adobe, bought and downloaded the software. I received an email from Adobe containing my order number and serial number. I installed and activated Adobe Elements 2023 using the serial number provided in the email, and ran it successfully yesterday. There is a charge of $79.68 showing on my credit card, and it says payment was made to "Adobe Systems." Today, it said the software still needed to be activated and prompted me again for the serial number. I again copied it from the email and pasted it into the field. But this time it said the serial number had been "revoked." I tried again a couple of times, sometimes typing the serial number in by hand, sometimes copying and pasting. Still "revoked." I logged into my Adobe account and found the order, showing the identical serial number. I followed the "troubleshooting" steps and it said that a "revoked" serial number meant i had bought unauthorized software and that I should call Adobe. Of course they are closed for the weekend. I do not see how it is possible that the software could be anything other than a genuine Adobe product.

kglad

Community Expert

@Dan27697561ffhz

you're correct. there's an problem with the software falsely reporting revoked serial numbers. i don't know why this is suddenly occurring, but i know to resolve you need to contact adobe support.

and yes, it's christmas morning so it's going to be more difficult (or maybe impossible) to make contact today. but don't give up.

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

D

Dan27697561ffhz

Inspiring

Chat transcript: "Dan we apologize for the inconvenience caused. The concerned team is already working on this issue and trying to fix the bug on urgent basis . We request you to please allow us a maximum of 24 hours and we will email you the new serial number if it does not get resolved.
You (12/25/22, 7:12:00 AM EST):
OK, I understand.
Harshal (12/25/22, 7:12:16 AM EST):
We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe."

kglad

Community Expert

these are user forums. if you want to update your ticket, do so. if you want to recontact support, do so.

otherwise, are you continuing to see serial number revoked?

if so, can you try another network (eg, if you have a laptop try a public network)

D

David27575222rzg9Author

Participant

@kglad - Thanks for the warm welcome and constructive / informative answer. Very encouraging! You can understand my confusion given that the name of the site is 'Adobe Support Community' and is hosted by Adobe, with moderation by and contributions from Adobe personnel.....my bad obviously! You'll also have noticed (or maybe you didn't...!) that the last sentence of my post reads "Anyone else had the same issue?"

Thanks again and have a Merry Christmas

kglad

Community Expert

many others have reported this problem. typically, one contact with support resolves the issue.

you could request a different serial number from support.

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