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Norma Garcia
Participant
January 21, 2022
Question

How to de-register a Registered Product (Acrobat Pro)

  • January 21, 2022
  • 1 reply
  • 2000 views

I have both Mac and Windows licenses for Acrobat Pro 2020 standalone, and accidentally entered the macOS app serial number first before recalling this particular laptop is a Windows machine. I have it happily running with Win serial now, but would like to reclaim the macOS serial to use on one of my Macs, I don't see an option in my Adobe account interface for deregistering or forgetting. It's not actually installed on any mac, and I use a different Adobe ID for the Macs so can't just use the same Adobe ID. 

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1 reply

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
January 21, 2022

When you can't deactivate a serial number
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

 

Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Norma GarciaAuthor
Participant
January 21, 2022

Wow, that's amazingly complicated. So you call support (no chat, no button), sit on hold, and then hope you get an agent who knows what you need? I'm just wondering what the scam is that makes Adobe have you jump through hoops instead of adding a "forget" or "deactivate" button? (I'm not venting at you, John, you're being quite helpful.)

Thanks for the detailed instructions, John, I'll deal with this tomorrow since it sounds really tedious. 

John Waller
Community Expert
John WallerCommunity Expert
Community Expert
January 21, 2022

I would have thought that the Mac serial number would have been rejected for the Windows activation so it would not actually be in use.

 

Have you tried installing on your Mac and registering with your Mac ID and serial number to see what happens?

 

Each serial number is permitted two simultaneous activations so you should still have a remaining activation anyway.

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