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Wallace276534232c8l
Participant
December 20, 2022
Question

Reinstallation on same computer Elements 13

  • December 20, 2022
  • 1 reply
  • 203 views

Elements 13 crashed on my Windows 10 (for some unknown reason).  I tried uninstalling it and then re-installing it, but after the re-installation, I get a window that says this serial number is already active on this computer and needs to be a new serial number or the old one deactivated.  How do I "deactivate" the old serial number so I can re-install the product that I already paid for?

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 21, 2022

if you purchased from or registered with adobe, you can deactivate on your account: https://account.adobe.com

 

or contact adobe support and request an activation count reset.  ask for nothing else.

 

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

    W
    Wallace276534232c8lAuthor
    Participant
    December 21, 2022

    Thanks klad...I think the problem revolves around the fact that I originally activated my Elements 13 via an old email address.  I had Google eliminate that address and I opened a new one.  The trouble is, I can no longer log into Adobe under the old email, and what I'd like to do is register the Elements 13 with Adobe via my new email address.  I an give Adobe the Photoshop serial number and the email address I had at the time I purchased it, but I can no longer receive emails via that account.  I'd like to link that serial number with my new Adobe log-in under my new email address!

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 21, 2022

    @Wallace276534232c8l 

     

    contact adobe support and request an activation count reset.

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