Corporate Asset Recovery: Acrobat Pro 2020 Activation Loop & Unknown Account (Hardware Retained)

Hello Enterprise & Teams Support,

We are seeking assistance from an Adobe engineer to recover a corporate software asset. We purchased a perpetual license for Adobe Acrobat Pro 2020, but it was registered to the email address of a former employee who left over a year ago. We currently have no access to that email account and no records of the credentials. This is due to a complete IT department personnel turnover a year ago, which unfortunately left us with no handover documentation.

Here is the current device status and the sequence of events:

• Hardware Status: We currently have the specific laptop in our possession. It was repurposed by our HR department for a current employee.

• Incident Timeline: On June 15, 2026, the user was able to successfully open a PDF file at 08:15 AM (Taiwan Time). However, at 09:30 AM on the same day, Adobe Acrobat Pro 2020 suddenly started prompting for an account login and could no longer open PDFs.

• Troubleshooting Performed: Our IT personnel attempted to resolve this by completely uninstalling and reinstalling the software. However, the mandatory login screen still persists.

Proof of Ownership: We treat this software as a critical company asset and have all necessary documentation to prove ownership. We can provide: 1. The full 24-digit serial number. 2. The original Proof of Purchase (Invoice/Receipt bearing our company name). 3. The original computer that held the current activation.

Could an Adobe engineer please assist us in freeing up this serial number from the unknown account so we can re-bind it to our HR department's management email? Please let me know how I can securely provide the serial number and the proof of purchase to you via a direct message or a secure support ticket. Thank you!