Paid for an upgrade that I'm apparently not qualified for... Are there any humans at Adobe?

Forum|Forum|4 years ago
April 5, 2022
2 replies
917 views

I have had Acrobat Pro XI for years and tried to upgrade to the purchased version of v 20 this morning. My order was accepted, my credit card charged, but in attempting to activate/register the new iteration, I'm told that my previous iteration doesn't qualify for the upgrade that your system offered me and I accepted. How do I reach a human so that this order can be cancelled and I'll go back to my old copy? I'm told that I can't talk with a human without an active subscription, which, of course, I don't have, because the new installation isn't recognized. Maddening.

If I'm not able to get to someone, I'll have my credit card company put a hold on the charge.

Installation

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JR Boulay

Community Expert

MOVED TO THE ACCOUNT, PAYMENT, & PLAN FORUM

Acrobate du PDF, InDesigner et Photoshopographe

try67

Community Expert

You can't upgrade from XI to the current version. Where did you purchase this so-called upgrade from? If from Adobe they should not have let you do that, as your version is too old to qualify. If from somewhere else demand a refund ASAP.

To contact Adobe try one of these two channels:

Chat support: https://helpx.adobe.com/contact.html?rghtup=autoOpen
(type "Agent" to chat with a real person)
Phone support: https://helpx.adobe.com/contact/phone.html

Beware of people contacting you via the forums' messaging system pretending to work for Adobe! Only those with an "Adobe Employee" tag under their name are legit. Also, Adobe will never offer to contact you via Skype, or use an email account that's not under the adobe.com domain...

Radiant_maker15B9Author

Participating Frequently

Yes, I was finally able to reach an Adobe tech support person after many fruitless attempts, and yes, they informed me that XI can't be upgraded to the current issue. And yes, the upgrade was purchased directly from Adobe.com from within my pre-existing account, which I assumed meant that Adobe agreed that it was appropriate, given that the XI iteration was the only one registered in my account. So yes--Adobe shouldn't have offered the upgrade, knowing that the underlying iteration wasn't upgradeable. All in all, it was a pretty disgusting interchange, and, of course, now that the installation attempt deleted XI from my computer, the attempt at reinstallation has failed repeatedly. I'm pretty well done with Adobe.

try67

Community Expert

Usually when you purchase an upgrade from Adobe you have to enter what version you currently have from a list of qualifying products, and yours should not have appeared on it. Strange.

At any rate, if you still have the installer for XI you can try getting that version back.

Uninstall the current version you have, run this tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html) and then install XI once more.

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