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Simon+Chiu
Simon+Chiu
Participant
June 16, 2026
Question

Need Help Transferring Acrobat Pro 2020 Perpetual License (Former Employee Left)

  • June 16, 2026
  • 1 reply
  • 22 views

Hello Adobe Support Team,

We are a company that purchased a perpetual license for Adobe Acrobat Pro 2020. The software was registered and bound to an email address of a former employee who has already left the company.

We no longer have access to that email account and have no records of it. However, this software is a company asset, and we have the full 24-digit serial number as well as the original Proof of Purchase (Invoice/Receipt with our company name).

Could an Adobe engineer please assist us in freeing up this serial number from the unknown account so we can re-bind it to our HR department's management email?

Please let me know how I can securely provide the serial number and the proof of purchase to you. Thank you!

    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 16, 2026

    no one can restore activations without using a computer that has a current activation.  do you have that computer?

    Simon+Chiu
    Simon+ChiuAuthor
    Participant
    June 16, 2026

    Yes, we currently have that specific laptop in our possession.

    Here is the current status and the sequence of events: Our HR department repurposed this laptop from an employee who left the company over a year ago.

    On June 15, 2026, the current user was able to successfully open a PDF file at 08:15 AM (Taiwan Time). However, at 09:30 AM on the same day, they reported to the IT department that Adobe Acrobat Pro 2020 suddenly started prompting for an account login and could no longer open PDFs.

    Unfortunately, our entire IT department underwent a complete personnel change a year ago, and no handover documentation or account records were left behind. Since this was our first time encountering this specific issue, our IT personnel attempted to resolve it by uninstalling and reinstalling the software. However, the login screen still persists.

    Given that we have the original computer, the 24-digit serial number, and the proof of purchase, how should we proceed to resolve this activation issue?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 17, 2026

    post this issue in the enterprise & teams forum, https://community.adobe.com/enterprise-teams-622

     

    p.s. change your title to avoid a duplicate message problem.

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