Dreaded 'Serial no. is no longer valid' message, but now my Adobe account is inactive too !!

[adrian_5458]

Got the 'Serial number is no longer valid' warning out of the blue, relating to a very old install of CS6 (upgraded from CS5.) Ordered from Adobe about 12 years ago. I still have the boxes and a delivery note.
The main problem now, though, is that my Adobe account seems to be inactive so I can't get help from the Chatbot to access an Agent.

I can sign in with email address and password, it knows me (addresses me by name) but I have no products listed in my account. They were there last time I looked years ago, but not now. The Bot tells me  there's no active account at the email address I just signed in on .... and I need an active account to get access to an agent.  Where to go from here - any suggestions?

[Mod: Moved to the Account, Payment and Plan forum]

[Lumigraphics]

Perhaps call them?

[adrian_5458]

If they listed a phone number, I would. But all support (here in UK at least) appears to be routed via the chatbot, and if chatbot does not recognise your account as active .... you are stuck!

[BOSU BABU]

You are not alone. Here is my experience- Can Adobe cheat like this?
I have every thing on record for my upgrade to cs6.
My order dt 5/5/2012
Order no 18198293224
My serial number also furnished in this mail dtd 7 May 2012

prior to the above mail I received order confirmation with ref No 18198293224 under mail dtd 6-5-2012
(Which is same as under above order number)

Seller Address
Digital River International S.a.r.l.
98 Boulevard Du Prince
L-1724 Luxembourg, Luxembourg

In my account with Adobe, every product purchased by me is reflected(including above)
I own PPCS6 also besides above for which there is no issue. I am current subscriber to CC also.
Still I wanted to exercise my right to access the purchased products.
I chatted with Adobe Agent few days back
Adobe chat Case ADB-35974851-X6Y8
Here is the reply from them

Your Adobe Case ADB-35974851-X6Y8
Dear Suryadevara,
Invalid and revoked serial numbers are serial numbers that have been blocked by Adobe because they have been obtained or generated illegally by unauthorized resellers. When Adobe discovers this fraudulent behavior, these keys are deactivated to prevent further abuse. The serial key ending with " 1911" is showing as expired on May 15, 2018.

I forwarded them the mails dtd 6th &7th May 2012 in evidence of my purchase. They are silent since last 5 days.

I wonder can an Institution like Adobe cheat like this?

[kglad]

@BOSU BABU 

if you're a current subscriber you can use cs6 under your subscription.

[BOSU BABU]

Earlier it was the case. Now  it is not allowing

[kglad]

my cs6 is licensed under my cc license ( but neither cs6 nor cc is a recent install.)

i think you have to install cs6 first and then install cc.

[AxelMatt]

This is a public forum, not the link to Adobe support. Sorry, but we're normal users  and we can't help with account and/or payment problems.

Please click the link below to contact Adobe staff to help.

Be sure to remain signed in with your Adobe ID before accessing the link below.

You have to allow 'cookies' in your web browser for this to work

https://helpx.adobe.com/contact.html

Click the chat icon in the lower right and type "agent" to get a human and not the chat bot.

If you like you can also use Twitter:  @AdobeCare  https://twitter.com/AdobeCare

Also - beware of answering anyone who sends you a private message or an email.

https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

[adrian_5458]

Unfortunately, as I explained, I cannot access support by typing 'agent' in the chatbot. The chatbot requires that a request for 'agent' originates from a validated Adobe account .... and chatbot says that my account is not validated?!
It IS my account and it was valid in the past; I could log in and see my registered products (CS5 and CS6) listed. Now when I log in, no products are listed. So Adobe seem to have removed my long-time-registered products from my account and have invalidated the account (though I can still sign in with the same account details.)

There seems to be no way for me to challenge or question what has happened since I no longer have a validated account.
Whilst signed in, I tried to re-register CS6. The respone: it's already registered!

[kglad]

@adrian_5458 

again, you have to use twitter/x

[kglad]

@adrian_5458 

you can use twitter/x.

there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.