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claus24143984hqvq
Participant
April 21, 2022
Answered

photoshop elements 14 serial number not accepted

  • April 21, 2022
  • 4 replies
  • 1025 views

Frustrated searching for hours how to resolve.

purchased photoshop elements and premiere elements years ago and registered the serial numbber in my adobe account.

I have no activated Computer in my account nor can i delete or modify the registered serial numbers.

I purchased a new computer, the old is sweeped clean and I wanted to install the programs from the DVD which i still have. 

Now, I cannot start the program as it will not accept my serial number, I cannot change or modify anything in my account, have no 'registered' Computer to delete...

What to do? Thanks for support.

This topic has been closed for replies.
Correct answer Greg_S.

@shannonbatkins, it sounds like you have been talking to a scammer, not someone from Adobe.  How did you contact the "Adobe agent"?  Or were you contatcted via a Private Message? 

 

If you are accurately describing what you were told by a true Adobe agent, then it is a disgrace that you were given that advice.  Please let us know the name of the agent you spoke with so that we can report them to the appropriate team. 

 

If you have not already done so, contact Adobe Elements support. You can start a chat session by clicking on the blue Contact Us button under the Help & Support menu at Adobe.com. Or you can contact Support by telephone using the numbers listed here: https://helpx.adobe.com/contact/phone.html.  They are required to deactive your license for you so that you can reinstall the program (if that is what the problem is).  Make clear that you only want your license to be deactivated.  If the representative gives you a hard time, ask for a supervisor.

4 replies

Greg_S.
Community Expert
Greg_S.Community Expert
Community Expert
June 30, 2023

@shannonbatkins, better late than never. Thanks for letting us know that users need to ask for the perpetual department.  I've never heard that before, so will keep it in mind when similar problems arise.

Greg_S.
Community Expert
Greg_S.Community ExpertCorrect answer
Community Expert
October 25, 2022

@shannonbatkins, it sounds like you have been talking to a scammer, not someone from Adobe.  How did you contact the "Adobe agent"?  Or were you contatcted via a Private Message? 

 

If you are accurately describing what you were told by a true Adobe agent, then it is a disgrace that you were given that advice.  Please let us know the name of the agent you spoke with so that we can report them to the appropriate team. 

 

If you have not already done so, contact Adobe Elements support. You can start a chat session by clicking on the blue Contact Us button under the Help & Support menu at Adobe.com. Or you can contact Support by telephone using the numbers listed here: https://helpx.adobe.com/contact/phone.html.  They are required to deactive your license for you so that you can reinstall the program (if that is what the problem is).  Make clear that you only want your license to be deactivated.  If the representative gives you a hard time, ask for a supervisor.

    S
    shannonbatkins
    Participant
    June 30, 2023

    Hi Greg, I know this response is considerably late, however I actually just saw this! Yes, I contacted a support agent directly through the adobe support site and saved the chat transcript somewhere, but I will have to find it.  When I do, I will be happy to post the agent info.  I was so aggrevated with the way this was handled that I just started using other software for editing, but I honestly miss some of the features that elements offered, so I will give your advice a try and see where it gets me.  Thank you very much for the advice!

    S
    shannonbatkins
    Participant
    June 30, 2023

    Quick update.  I got back in touch with support through chat again and within 5 minutes, the agent had fixed the problem!!  I couldn't believe it! The agent apologized for the previous agent not helping me and said that next time just ask for the PERPETUAL DEPARTMENT and they will take care of it.  They basically just had to reset my activation counts.  Thank you @Greg_S. !

    S
    shannonbatkins
    Participant
    October 25, 2022

    I had the same issue, so I chatted with an Adobe agent.  They told me that that the program support had been discontinued (which I obviously understood due to its age), however they also said that they would not allow me to reinstall it and that I would have to update to a new version or adobe cloud.  I COULD NOT BELIEVE THIS!  They intentionally broke the product validation so that someone trying to reinstall would not be able to do so.  I've never had this happen to me before and I just could not believe that they would intentionally do this.  Sure, I do not mind upgrading to a new software if I need to, but why upgrade when it works perfectly fine for what I need it for?

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    April 21, 2022

    (this is the ONLY support Adobe still offers for old programs)
    When you can't deactivate a serial number
    BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
    You may need to PERSIST or TRY AGAIN to find a support agent with more experience

    This space is provided by Adobe, but it is not Adobe support
    Sorry, nobody here can help with an account or payment problem
    This is a public forum, you need the link to Adobe support, not other users
    Be sure to remain signed in with your Adobe ID before accessing the link
    Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
    -you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
    -you MUST also allow 'cookies' in your web browser for the link to work
    This link will go directly to the chat option
    Type "Agent" in the chat box to bypass the chatbot and be connected to a person
    -Meaning type in the word Agent without the quote " " marks
    https://helpx.adobe.com/contact.html?rghtup=autoOpen
    - or https://helpx.adobe.com/contact/phone.html
    .
    Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
    -click for more information about scammers https://tinyurl.com/10791730

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