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Zaneon
Participant
Nov 2, 2022 2:04 PM UTC
Answered

Installed Elements on new computer and licence not being accepted.

Hi,

 

I have purchased and installed Photoshop Elements successfully on a previous computer.

That computer died and so have gone to install it on a new computer.

I get the message that "the serial number is already in use."

I have gone onto my account on Adobe.com, can see the software and licence registered there.

I have also checked under activated devices and there are no devices shown under here.

 

So as far as I can see I have genuine software, have used it successfully in the past, no activated devices yet it's not being accepted.

 

Any help very much appreciated.

 

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hatstead
hatsteadCorrect answer
Inspiring
Nov 2, 2022 6:45 PM UTC

Call them and be persistent. If the functionary that answers will not help, hang up and call again to talk to someone else. Again, point out that you don't need support for use of the software, just with installation/activation. 

 

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7 replies

sim thanh dat
Participant
Nov 17, 2022 4:37 PM UTC

Adobe blocks serial numbers that have not been issued by Adobe, or have been used fraudulently by unauthorized sellers to produce counterfeit software. Unfortunately, you may only know the serial number has been blocked for this reason when re-activating or reinstalling Adobe software. 

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VipinGupta
Adobe Employee
VipinGupta
Adobe Employee
Nov 17, 2022 5:31 AM UTC

Hi,

 

Could you please ask the support team to help you with the deactivation of application that was installed on your previous machine. They should be able to help you with the deactivation and then try again.

 

Regards,

Vipin

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Test Screen Name
Legend
Nov 17, 2022 9:51 AM UTC

Try saying you need an "activation count reset". Those exact words. Focus on these words, only tell them other info (like product name) if you are asked. This approach has worked for many people who found Adobe staff were not trained or motivated to help.

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Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
Nov 2, 2022 6:53 PM UTC

. . .  or ask for a supervisor.

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    hatstead
    hatstead
    Inspiring
    Nov 2, 2022 3:46 PM UTC

    You need to contact Adobe directly. I suggest that you call @ 1-800-833-6687. Explain to the agent that you do not need help with use of the software, just with activation. If you prefer, you can engage in a chat session via Adobe's website.

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    ZaneonAuthor
    Participant
    Nov 2, 2022 3:51 PM UTC

    Hi,

    I tried the chat first they said the serial number should work and reinstall the sofware which I did.

    They then said they didn't support it anymore and to go to the community forum.

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    hatstead
    hatsteadCorrect answer
    Inspiring
    Nov 2, 2022 6:45 PM UTC

    Call them and be persistent. If the functionary that answers will not help, hang up and call again to talk to someone else. Again, point out that you don't need support for use of the software, just with installation/activation. 

     

    Translate
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