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jmt111
Inspiring
July 14, 2023
Answered

Adobe rejecting license for Photoshop Creative Suite 6

  • July 14, 2023
  • 5 replies
  • 912 views

Years ago, I purchased Adobe Creative Suite 6, which includes Photoshop. I have used it for years. I just migrated to a new computer that is rejecting the license key. It states: 
The serial number xxxxxxxxxxxxxxxxxxx is already in use by the maximum of 2 computers. You need to deactivate another computer within 30 days to use this product.

 

I deactivated it from one of my computers, but Photoshop continues to display the same error message about the serial number being in use by the maximum of 2 computers.

 

I then deactivated it from the only other computer running it. I now don't have it activated on any computers, but Photoshop continues to display the error message about the serial number being in use by the maximum of 2 computers. 

 

Adobe will not support this issue. Although I purchased a lifetime license, they are saying they will not support me unless I purchase a subscription that comes out to about $700/year. 

 

Can I still use the license I purchased for Creative Suite 6?

 

I am running Windows 10 on my computer.

    Correct answer Ged_Traynor

    @jmt111 this is not an license issue, the agent that told you to come here is completely wrong, you need to go back to support and ask to speak to a supervisor and tell him/her that you need the activation count reset.

    5 replies

    S
    Sharon3595441008mt
    Participant
    March 8, 2024

    Did you ever get this resolved? Running into same issue and Adobe agent isn't being any help

    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    March 8, 2024

    @Sharon3595441008mt 

     

    What did you try that didn't work after you read the previous answers in this thread? 

     

    Jane

    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    July 15, 2023

    @jmt111 

     

    In addition to Ged's correct answer, also add that you are not asking for support.

     

    Jane

      Ged_Traynor
      Community Expert
      Ged_TraynorCommunity ExpertCorrect answer
      Community Expert
      July 15, 2023

      @jmt111 this is not an license issue, the agent that told you to come here is completely wrong, you need to go back to support and ask to speak to a supervisor and tell him/her that you need the activation count reset.

        J
        jmt111Author
        Inspiring
        July 17, 2023

        I contacted support via chat again today to request a license activation count reset. I was told that Adobe Support is not able to support the activation. This is the response of the third agent that I spoke with (they all say the same thing):

        Thank you for providing the details, as I can check the product you are having is a very old product and is also End of Support product which means no technical support is available for it. I cannot assure you of activating the application, as you are having the latest operating system I would suggest you to go for the subscription of Photoshop and I can give you a promo pricing for it and free 3 months, would you like to hear about it?

         

        After I insisted that the agent reset my license activation count, he wrote:

        Thank you for your patience, I really appreciate your time and patience, I have tried some changes in your account please try to activate the application and let me know if you are able to activate it now.

         

        I then launched Photoshop. I did not get any windows regarding the maximum activation. I then launched Acrobat. A window popped up stating:

        The serial number [serial number removed by moderator as per Ged's post] is already in use by the maximum of 2 computers. You need to deactivate another computer within 30 days to use this product.

         

        The agent took remote control of my laptop and fixed the issue. As of today, I no longer receive errors regarding exceeding the maximum of 2 computers. However, Acrobat continues to prompt me to enter my serial number each time I launch it.

        Ged_Traynor
        Community Expert
        Ged_TraynorCommunity Expert
        Community Expert
        July 17, 2023

        @jmt111 do not post your serial number on an open forum, if you can edit your post, I would advise removing it.

        J
        jmt111Author
        Inspiring
        July 15, 2023

        I already contacted customer support via chat yesterday. They said Adobe will not support this issue. Although I purchased a lifetime license, they are saying they will not support me unless I purchase a subscription that comes out to about $700/year. The agent told me that I could come to this forum to seek guidance from experts, but Adobe could not help with licensing issues. All they were willing to say was that my license was valid. They would not give further information.

         

        I then went on a second chat, hoping to get a more useful response from an agent who would be able to reset my serial number so that I could continue to use the lifetime license I purchased. I was told that CS6 was out of support and they could not help me and I would need to come to this forum to post.  

          Ged_Traynor
          Community Expert
          Ged_TraynorCommunity Expert
          Community Expert
          July 14, 2023

          @jmt111 nobody here can help you with licence issues, you'll need to contact Adobe customer support and ask them to reset the activation count

          Chat support: https://helpx.adobe.com/contact.html?rghtup=autoOpen
          You will need to be on a browser that allows popups and cookies or the icon won't show.
          Twitter: @AdobeCare https://twitter.com/AdobeCare

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