Activation Issue

[Robert23724830lhng]

I purchased Adobe Acrobat 2020 Pro in 2022. I recently had to purchase a new computer so I followd the steps given to me by Adobe on how to deactivate my old computer then reinstall on the new computer and then activate. Everything went somoothly except now Acrobat says my subscription has expired. How can this be? I'm logged in to the program so it should know that I have a perpetual license. On my account dashboard when I try to reenter the serial number it says it's already in use, but it not as it says my subscription has expired? Adobe does say I can transfer my license to a new computer. Can anyone please help resolve this issue.

[creative explorer · Accepted solution]

@Robert23724830lhng just making sure as many people think this. Simply uninstalling the software does not deactivate the license. To deactivate Adobe Acrobat 2020 Pro on your old computer, you'll do so directly within the application. Simply open Adobe Acrobat 2020 Pro on that machine, navigate to the Help menu at the top, and then select an option like "Sign Out Your Adobe ID" or "Deactivate." 

The fact that your account dashboard says the serial number is "already in use" but your new installation says "subscription expired" strongly points to a mismatch or stuck activation record on Adobe's servers. It's a problem with the deactivation being fully recognized or released by Adobe's system for your perpetual license. 

Customer service will have the ability to manually reset activation counts or release stuck licenses on their backend.

In the meantime make sure you have the details to give to them:

• Have your serial number handy.

• Be ready to provide your Adobe ID (the email address associated with your purchase).

• Explain clearly that you have a perpetual license for Acrobat 2020 Pro and are attempting to transfer it to a new computer.

• Mention that you followed the deactivation steps and that you are seeing "subscription expired" and "serial number already in use."