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Riley23898517udw9
Participant
April 5, 2022
Question

Won't let me access my product when there are no activated devices

  • April 5, 2022
  • 2 replies
  • 198 views

I purchased this product years ago. I haven't been able to use it for a long time now because it won't let me open either Premiere Elements or PhotoShop because it says it is activated on too many devices (these past devices were stolen from me) and I went to my account and deactived all the devices. My account now says I have no activated devices with my product. Yet when I try to open the products it still says they are activated on too many devices. I know this is not true. No where online has answers to help me and I would like to talk to a real person and I don't understand why that is so difficult. I have not been able to use this product for a long time now when I paid for it and that is not right. I did everything I was told to do. I would like someone to fix this issue so I can use my product that I paid for. 

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2 replies

MichelBParis
MichelBParis
Legend
April 6, 2022

@Riley23898517udw9 

Also,

About Premiere Elements activations:

Contrary to the activation of subscription softwares like the Photographer's plan, the 'consumer' softwares Photoshop and Premiere Elements must be managed only by Adobe Staff. You can't see the activations in your account, you can't manage them yourself. What you do in your account has no effect on those softwares. If your hardware has been stolen or destroyed, unfortunately a common situation, you have to follow exactly the very precise advice from @John T Smith .

When you have explained your situation, the old activations are removed in a couple of minutes.

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
April 5, 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
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Type "Agent" in the chat box to bypass the chatbot and be connected to a person
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