Participating Frequently

Question

acrobat X need to "authenticate", getting "not genuine Adobe product" message

Forum|Forum|9 years ago
January 30, 2017
6 replies
1770 views

Hello,

On Jan 3, 2012 I purchased Adobe X on order AD004581663. Unfortunately I am getting a pop up banner saying I am not using a genuine product.

I spoke with phone support and they referred me here.

Any help is greatly appreciated.

Thank you,

john

Install update and subscribe to Acrobat

This topic has been closed for replies.

S

sb116

Participating Frequently

Hi Johnh46084090,

We request you to contact one of our support teams for this issue. The concerned team is available Monday to Friday 5am to 7pm Pacific time.

Thanks,

Supriya

johnh46084090Author

Participating Frequently

So now I have 3 people with @adobe email addresses asking for private messages with information. I'm disappointed this is the answer from ADOBE at how to resolve my issue. It seems the forum is just a lurker site and I have not received any assistance for a product I paid two hundred dollars for and has been confirmed as authentic.

try67

Community Expert

When someone has the "Staff" icon under their name it means they work for Adobe and are responding here on its behalf.

How do you want them to contact you otherwise?

S

sb116

Participating Frequently

Hi Johnh46084090,

Apologies for the delayed response.

Please confirm your Adobe id and the serial number for the product through a private message.

Thanks,

Supriya

johnh46084090Author

Participating Frequently

So after getting email from someone at noreply@adobe.com and realizing it was a scam, how do I confirm that anyone with an adobe.com email is legit?

try67

Community Expert

Acrobat X is not compatible with Windows 10. That doesn't mean your product is not a valid one, just that it was not built for or tested to work under your OS, so problems are to be expected.

johnh46084090Author

Participating Frequently

contact at [removed by moderator - contact is thru this forum]

johnh46084090Author

Participating Frequently

so the message I received from Clive.davey at forums_noreply@adobe.com requesting my skype ID and telephone number was incorrect? Or did I put it in the wrong place?

ScottVal

Participating Frequently

Hi John,

Can you send me a private message with the information from the email that you received? We can look into this scam issue.

Thanks

Scott

John T Smith

Community Expert

Mac or Windows and exactly which version of the operating system?

I have seen several messages lately with a similar problem... which started AFTER letting Mac/Windows update to the latest operating system, so the program and the operating system are no longer compatible

johnh46084090Author

Participating Frequently

I'm on Windows 10 pro.

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