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."

[Pajarm]

I'm having the same issue but I purchased  my product back in 2014 (Adobe Pro XI).  I did sign out of my old computer and keep receving the same message as Robert23724830lhng.

I called customer service and they stated they do not support this product anymore and to try community forum 😞

[AnandSri]

Hello @Pajarm

I hope you're doing well. We apologize for the delayed response and the trouble.

Please note that the support for Acrobat Pro 11 ended on October 15, 2017. See this article for more information: https://adobe.ly/4pOyyF6

Suggestions:

Adobe strongly recommends updating to the latest versions of Adobe Acrobat and Adobe Acrobat Reader. By updating installations to the latest versions, you benefit from the latest functional enhancements and improved security measures.

Workaround, which may or may not work:

Fully remove and reinstall Acrobat XI on the new machine

Uninstall Acrobat XI.
Run the Acrobat Cleaner Tool, or manually remove any leftover Adobe folders and cached licensing files.
Reinstall XI from your original installer media and re-enter your serial number.

I hope this helps.

Thanks,

Anand Sri.