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R
relen
Participating Frequently
May 6, 2013
Question

Volume Licensing Login Fails

  • May 6, 2013
  • 1 reply
  • 3142 views

Following a hard drive failure, I am having to re-install all my applications.

To reinstall Audition CS6 I need a serial number (I have the files to install).

When I attempt to login to the Volume Licensing site to retrieve it, it goes straight to "processing login" and then shows:

Adobe does not recognize you as an authorized user of this web site. Please contact Adobe for assistance.

Please use button to login as another user.

If I click Login it shows me an email/password pane but if I enter the information I get the same response. If I deliberately put in a WRONG password it says that the password/email pair is incorrect.

The same occurs if I use a different browser/machine.

It would appear then that my credentials are correct but that I am not being allowed into the site.

I contacted an agent via chat and was told that I would get a response in 2-3 days. However I need to complete a project in Audition today. I was advised to install it in Trial mode, but if I do this I am told that my trial period has expired.

Anyone any ideas?

Thanks!

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 6, 2013

Relen have you tried clicking on the trouble siging in link at https://licensing.adobe.com/?  Have you been able to log into https://licensing.adobe.com/ previously?  I did check the e-mail address you have used to post in the forums and you are listed as a Deploy-to ID.  So you should be able to access the site.

R
relenAuthor
Participating Frequently
May 6, 2013

Hi, Jeff and thanks for the reply.

The "Trouble signing in?" link simply allows you to reset your password. I have tried this and so did the agent I chatted with - in fact between us we tried it several times. The fact that this failed was the reason my query was escalated.

Yes, I have been able to log in previously, otherwise I would not have been able to download installers or obtain serial numbers.

It is evident from the response I get (versus what happens if I use a deliberately incorrect password) that the login is correct, but I am not being allowed to access the site.

I have also confirmed that this is the correct ID for my (several) purchases via Volume Licensing.

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 6, 2013

Ok thanks Relen.  You mentioned you have already been in contact with our chat support?  Do you have a case number which I can reference from this interaction?  In addition could you please send me a private message with your preferred contact information so I can request a member of our support team contact you directly.

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