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heatherc61606162
Participant
March 30, 2019
Answered

Non-genuine software pop-up

  • March 30, 2019
  • 3 replies
  • 3155 views

Hi

Hoping for some help, without having to spend hours on the phone....

I have Lightroom 6 and PSE 12 installed on my Windows 10 PC.  Both were purchased as downloads direct from the Adobe Store online and I still have the original emails with the product serial numbers.  I had the LR trial before I purchased the product.  I've just started to get the persistent "your software is not genuine" pop-when using LR.  Following the "more info" prompt takes me to an FAQ page, which says it has information about the status of my product(s) at the bottom - but there is nothing shown at the bottom of the page except a customer service number and an ID number.

Logging into the Creative Cloud account app on the PC only shows a registration for LR6.  I bought PSE12 in 2013 and have changed computers and emails (and thus Adobe IDs) since then.  This means presumably I have two Adobe IDs?  I cannot access the old email which relates to the ID on which I purchased the copy of PSE12.

1. Is my first step to combine the two IDs into one and could this be why the alert is being generated?  How do I do this?

2. How do I convince the software generating the alert that my copies are genuine?

3. I still have the PSE12 download but can't see the LR6 one on my PC anywhere - could this be a factor?

Grateful for any help!

Heather

    This topic has been closed for replies.
    Correct answer kglad

    you're welcome.

    p.s. here's some info, Adobe Genuine software FAQ

    3 replies

    H
    heatherc61606162Author
    Participant
    March 30, 2019

    Thanks.  So I'm probably doomed to spend hours going round and round in circles on Chat or spend ages on hold on the phone (judging by the experience of others) despite that fact that all my software is totally legit and bought from the Adobe Store  

    Thanks for the replies anyway.  I was hoping someone from Adobe staff might respond - probably pushing my luck at the weekend!

    kglad
    Community Expert
    kgladCommunity ExpertCorrect answer
    Community Expert
    March 30, 2019

    you're welcome.

    p.s. here's some info, Adobe Genuine software FAQ

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    March 30, 2019

    heatherc61606162  wrote

    Hi

    Hoping for some help, without having to spend hours on the phone....

    This user-to-user forum doesn't have access to your account(s).  You must reach out to  Adobe Customer Care.

    Nancy O'Shea— Product User & Community Expert
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 30, 2019

    using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', https://helpx.adobe.com/contact.html

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