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viviennew60
Participant
November 21, 2019
Question

can't retrieve Adobe Acrobat purchased 2014

  • November 21, 2019
  • 1 reply
  • 411 views
Can anyone help? There's no email or phone to contact Adobe.
I purchased

Adobe Acrobat XI Standard (Windows,English)

Serial number

REMOVED - this is a PUBLIC forum, do not post private information

in 2014. My purchase letter is attached.
This week, due to a computer bug I had to restore my PC to factory settings and lost all my apps, including Adobe Acrobat. I've followed all the steps online to retrieve it and logged into my account but it's not showing Adobe Acrobat as an app I own or can reinstall.
Does that mean I've lost it forever now or is there a way Adobe can help me retrieve it? If my subscription was current and I have to upgrade to Acrobat DC because Acrobat Standard is no longer available, can I have the cost of my Acrobat Standard deducted from the cost of the new subscription?
I use Acrobat Standard to build pdfs all the time for my work so this is an urgent inquiry.
Thanks in advance to anyone who can help.


Vivienne3
 
This topic has been closed for replies.

1 reply

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
November 21, 2019

Download and install legacy software
https://community.adobe.com/t5/Get-Started/Can-I-download-my-older-apps/td-p/10689585

V
viviennew60Author
Participant
November 21, 2019

Thanks. John Smith I wonder if you work for Adobe. 
That solution worked but I spent three hours trying to resolve it throught the main Adobe customer interface with no success. My Adobe Acrobat account did not show on my Adobe account. 

So $500 Adobe software you bought 5 years ago is 'legacy software' and if you have to retrieve it (cos a bug ate my computer), it takes hours trawling the website and you only get a resolution on a chat group. Only support for new versions is available on Adobe main website customer interface and no phone numbers or email contacts. Any legacy software doesn't show on your account and there's no support or help available. Got there in the end but not great service.
I appreciate your reply but its not the ideal solution for product service. 

try67
Community Expert
try67Community Expert
Community Expert
November 21, 2019

Only people with the "Adobe Employee" text under their name work for Adobe. Everyone else is a user, just like you, although some of us are designated as "ACP" (Adobe Community Professional) or "MVP" (Most Valuable Participant).

 

I agree that this situation is far from ideal, but if you ever registered your license with Adobe a download link should be available under your account, I believe.

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