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GerLew
GerLew
Participant
June 14, 2020
Answered

Deactivating Premier Elements 13 to install on a new computer

  • June 14, 2020
  • 4 replies
  • 2897 views

I have recently bought a new laptop and have installed PE13 on it. When I open up the program a message pops up informing me that my serial number is already in use by the maximum allowed computers and I need to deactivate the old computer to use this product again.  I have contacted the Adobe helpline twice and each time I have been transferred to a "specialist agent" and have been kept waiting for hours.  In the end, I give up and disconnect.  I am now waiting for the 3rd time for help and have been waiting for over 3 hours.  I need Adobe to deactivate this product from my old computers so that I can continue to use PE13.  Can anyone please help?

 

    This topic has been closed for replies.
    Correct answer Steve Grisetti

    Signing out of the product won't work on version 13. It's too old. You can try uninstalling version 13 from your old computer and see if that releases the product so you can install on a new computer.

     

    Otherwise your only choice is to get on chat with Adobe Customer Care and have them re-activate your serial number.

     

    Don't know why it's taking so long for you to reach them. They usually respond to chat very quickly. Have you tried to reach them on a weekday during business hours?

    4 replies

    J
    JIm257875003xrz
    Participant
    August 24, 2022

    hello,

    my problem is, that i want to downlod again PE13 after a pc crash,

    but i cannot find the right link here???

    i have a serial number but no prgram....

    what can i do?

    S
    Steve Grisetti
    Legend
    August 24, 2022

    Adobe removed older version program downloads from their site a few years ago. I'm not sure where you can download the program. If you have the original installation discs, you can probably still install it. But it is pretty old software. You won't find much support for it.

    J
    JIm257875003xrz
    Participant
    August 24, 2022

    thank you, steve,

    but i have no disk, i bought it online....

    best wishes jim

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    April 27, 2021

    If the above suggestions do not work, another way is to put "helpx.adobe.com" into your browser.   You should see the chat button in the lower right corner.

     

     

      P
      PiTie
      Participant
      April 28, 2021

      Thank you very much.

      The Adobe Support helped me to activate my license.

      B
      Community Expert
      Bill SpragueCommunity Expert
      Community Expert
      April 28, 2021

      Thank you PiTie for getting back that you had success.  Positive feedback helps with knowing how well the referrals work. 

      GerLew
      GerLewAuthor
      Participant
      June 14, 2020

      Thanks for your advice.  After waiting for over 3 hours I finally managed to get help from an agent who was able to deactivate my account so that I could put PE13 onto my new computer. It is now working fine.

      S
      Steve Grisetti
      Legend
      June 15, 2020

      Please mark this topic as correctly answered.

      B
      Community Expert
      Bill SpragueCommunity Expert
      Community Expert
      June 14, 2020

      Depending on how you registered when you bought it, you may be able to log on to your Adobe account and deactivate a computer without any help from Adobe.   Because of the age of that version, it may be difficult.   Is there any chance you can start up one of the previous computers and deactivate from the help menu?  Since you have a new computer, there is a risk that the operating system is enough newer than the program that you might be surprised with occasional glitches.  

      GerLew
      GerLewAuthor
      Participant
      June 14, 2020

      How do I deactivate it from my Adobe account?  I have just accessed my old laptop and opened Help in the program and there is no option to deactivate it.  

       

      S
      Steve GrisettiCorrect answer
      Legend
      June 14, 2020

      Signing out of the product won't work on version 13. It's too old. You can try uninstalling version 13 from your old computer and see if that releases the product so you can install on a new computer.

       

      Otherwise your only choice is to get on chat with Adobe Customer Care and have them re-activate your serial number.

       

      Don't know why it's taking so long for you to reach them. They usually respond to chat very quickly. Have you tried to reach them on a weekday during business hours?

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