Participant

Answered

www.adobe.com/go/edu-validate is down

Forum|Forum|14 years ago
December 25, 2011
48 replies
39407 views

I'm trying to obtain a serial number for my Student and Teacher Edition of CS5 standard,

but the site is unresponsive.

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

I was able to load the site and submit request for a serial number tonight. But, site took a long time to load and only after many attempts. Finally it seemed to be working smoothly at about 9:00 pm PST.

I received an update that the issues with the Identiti-e site should be solved. Please do respond to this thread though if you continue to have difficulties making your submission. I was able to verify that the site did load, in a very reasonable time, on my home network.

M

miguelastico

Participating Frequently

got the serial

identit-e is clogged, takes some time

A

Anonymous

I wish we had some transparency here in the validation process re Adobe Lightroom 3. Does the 3rd party contractor (www.identit-e.com) have a software registration problem? SNAFU? What is Adobe doing to help speed up the backlog? I don't know how many iterations I have gone through in trying to upload my required information. Meanwhile, the LR3 program is still in the box.

For those of you who have been lucky and successful please give us a step by step guide as to how you achieved this. Does it require a telephone call to Adobe/Identit?

Much appreciated and suffering.

T

tbinnyc111

Participant

Ok. Got my serial number yesterday finally from Identit-e. Had the same problems with the spinning circle and not being able to upload the ID. Here's what to do: email them the ID in the form that they require (it's noted on their email to you). Then wait. There's no way to contact them, and whether Adobe can or can't contact them on your behalf is questionable (they are supposed to be an independent verification firm after all).

M

miguelastico

Participating Frequently

My problem is that my ID doesn't have date, so I had to send my transcript too. Therefore the form that they require is not sufficient, as I had to use lastname_firstname_productcode_transcript.pdf and lastname_firstname_productcode_ID.pdf. Hopefully they are not that strict. The "check status" page shows that they are checking (really...).

This is really incredible. Adobe is lucky that there is nothing like photoshop around...

luisinoavila

Participating Frequently

Here's an update: I contacted adobe customer service today and the guy was trying to help me validate, but he was not able to do anyhting for me, so he put me on hold a few times and he even logged in using my account so he had to reset my password, only to tell me to send an e-mail to custserv@identit-e.com I have yet to receive an answer, but come on adobe !! please step up to fix this I'm sure I'm not the only one with this problem. It really seems impossible that Adobe cannot solve this problem!!! does not make sense, I have tried for over 6 days straight to get this done, and no I have not been able to submit anything through the order page, Can we PLEASE get someone from Adobe to look at it so you can see that the submit proof link is broken, we all need to get this completed before our orders cancel out.

A

Anonymous

I have been dealing with this for days now. I thought I would be approved by having a k12 address but this morning was asked to submit proof so I uploaded a copy of my ID and paystub. Now I need to wait again. To say this process has been frustrating is an understatement.

M

miguelastico

Participating Frequently

@tbinnyc111: I was able to complete the "submit proof" steps, and they sent me an email requiring the id and transcript (my id doesn't have date on it). As instructed, I sent them the material, but I didn't receive anything back since then. My guess is that now they are a bit overloaded with all the people who were waiting for the website to work again.

In the "check status" link (from the "my orders" page) they state

Otherwise, please allow 2 business days before checking the status of your request.

So I guess that we need just to be a little patient.

H

Harsh5

Participant

After several trials, I managed to get access to Identit-E and quickly entered my Order Number. I got an quick email from Identit-E on Feb 23rd to submit the documents. I immediately replied back with my student ID and trasncript. It is Feb 27 night and no progress other than "Eligibility Pending" at Order page on adobe and standard wait message on Identit-E as shown below on the snapshots.

Common Adobe, learn from Microsoft, MATLAB, Maplesoft, etc..... Their verifications have been much more friendly yet I believe more robust than yours. It reflects too badly on Adobe as a software company. I have been using Adobe for years, but such negligence has started me to think about looking for other options.

P

panhandle_mom

Participating Frequently

You may want to click on check status. There were at least 3 of us that the process hung-up until we clicked on it, got an error or other screen and came back to have the codes showing..shortly after that we got an email with the codes as well.

T

tbinnyc111

Participant

Has anyone had any email correspondence from Identit-e? I emailed my student ID and have heard nothing. Adobe customer support doesn't feel that there is any problem here (I just got off the phone with them). Help!!!!

V

vince_ross_111

Participant

Some success here also, she was finally able to submit her documents early this morning through the link. Now she just has to play the waiting game.

M

miguelastico

Participating Frequently

Yeah, I could send the files, finally.

However, I am still not happy for how this situation was dealt with.

It seems that nobody really knew what was happening; reading through two months of discussion, I read "we are contacting identit-e to see what is the problem" and then no answer of what was the real problem. First time seems to have been Christmas. Second time last week with the (exceptional) offers. I guess that identit-e is not able to deal with an increase of traffic.

M

miguelastico

Participating Frequently

Hi everybody, I just joined the club of the "unable to submit proof". I actually received two emails from support_noreply@adobe.com saying that they received my proof of eligibility. However, the first one was followed by a message saying to re-submit the proof through the "my orders" page.

I have been trying to do that since Feb. 22, I already called Adobe, and I still cannot submit the proof (first I got the "maintenance" and now the "ethernal spinning wheel").

This is ridiculous, I just finished reading this whole thread and it really seems impossible that Adobe cannot solve this. It doesn't matter that Identit-e is the actual provider, it's been three months and this still happens.

Now, in my order it says that I have 14 days to provide proof or my order will be canceled. I sincerely hope that these days where the website didn't work will not be counted in the 14 days, because that would be unacceptable.

However, I feel less lonely now that I found this post.

A

Anonymous

This whole thing is outrageous. An Adobe scam. They draw you in with this great price on software, just to frustrate you to the point of you actually going out and buying the normal license. I bet if I start saving now, I will probably have enough money to buy the normal license before this issue is ever fixed. Shame on Adobe. It seems very convenient that no one at Adobe can actually do anything to speed up this process, and that no one actually works at Identit-e. I have been trying for 5 days non stop to get some help. This is the worst customer experience I have ever had with a company, and I will NEVER purchase another Adobe product as long as I live. I have been trying alternatives to Photoshop while I sit here waiting around and have found some decent ones. Photoshop would be great, since it is the standard, but it seems we are all out of luck here. Come on Adobe, get it together!

N

Not_Null

Participant

It took a few tries, but I was able to get my Identit-e form to submit on Thursday. My order now says Eligibility pending: Check status.

The Identit-e status page says to allow up to 2 business days. So I guess I should wait until Monday afternoon/night before I start wondering whether they actually got it or if it went into /dev/null. Or do they normally verify much faster?

N

Not_Null

Participant

I got my license key last night at 1:00 AM.

There is hope! Hang in there, guys.

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