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Christoph28949625re7p
Participant
March 22, 2023
Question

Elements 2021 quit working after 21 months and disappeared from my account

  • March 22, 2023
  • 1 reply
  • 450 views

I purchased and installed Photoshop and Premiere Elements 2021 in May/June 2021 and have been using it on only one and the same Windows 10 computer since then. Now it suddenly quit working. I can use the organizer but when I want to open a picture in Photoshop Elelemts it tells me that it needs a license. However, the version has been properly licensed on initial installation an I cannot find the license code from the initial installation but only the receipt from the vendor. In my Adobe account, release # 19 (i.e. Elements 2021)  is no longer visible, while I can still see my license for release # 17 which I had used on my previous computer.

How can i reactivate the 2021 version (release 19)?

This topic has been closed for replies.

1 reply

Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
March 23, 2023

I have seen some reports that a registered version of an Adobe program does not show up temporarily in the Products page of your Adobe account.  (There have apparently been some recent changes in the servers that are being used.)  Try going to the Products page of your account again and see if it shows up.  If not, try a different browser.

 

Are you sure you used the same Adobe account to register Elements 2021 as you used for Elements 2019?

 

If you purchased the program through the Microsoft Store, you need to sign into your Microsoft account to download the program.  (No serial number required.)

 

Failing all that, try contacting Elements support. You can start a chat session by clicking on the blue Contact Us button under the Help & Support menu at Adobe.com. 

< Moderator edit: Please reach out to our support team by starting a Chat here >

C
Christoph28949625re7pAuthor
Participant
March 26, 2023

Thanks, Greg. I only have one Adobe account and checked it from time to time and from different browsers but the problem is still there. I also didn't purchase the software from Microsoft but from a German vendor. I sent them an email and am waiting for their response. As a response to my first post I got a personal email via the Community referring me to an alleged support email address (Adobe.24x7@outlook.com) from which I got strange explanations for my problem and an offer to buy the 2023 version for a special "lifetime"  rate of UD 99.99. I looked it up in the Community and found some comments that that "service" seems to be a scam. So that might not solve my problem.

In the meantime I found my original registration codes and entered them again. Unfortunately the system told me that the numbers were blocked. No idea how this could happen (since I had to confirm my registration a few times in the past and it was alwys accepted) and what is going on there.  So I will try and call the support by phone (thanks for the link!), hoping that they can help me.

MichelBParis
MichelBParis
Legend
March 26, 2023
quote

 As a response to my first post I got a personal email via the Community referring me to an alleged support email address (Adobe.24x7@outlook.com) from which I got strange explanations for my problem and an offer to buy the 2023 version for a special "lifetime"  rate of UD 99.99. I looked it up in the Community and found some comments that that "service" seems to be a scam. So that might not solve my problem.

 


By @Christoph28949625re7p

 

Yes, that's a scam !!!

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