Serial number in use - how to deactivate when I don't have the computer (it crashed)

[joes6216138]

Good Morning,

I called Adobe customer support this morning with no success - they pointed me here.  I hope someone could help me.  I have a perpetual license for Adobe Acrobat Standard XI, with a license only I have ever used since it was bought for me at my company.  My computer crashed recently, and I was unable to deactivate the installation.  When I called customer support, they told me I needed to post in here to get the license unlocked so I could activate it again.  Can anyone help me, please?

Thanks in advance.

J

[Abambo]

When I called customer support, they told me I needed to post in here to get the license unlocked so I could activate it again. 

By @joes6216138

Customer support was wrong. Only customer support can reset the activation count. You need to contact customer support again and escalate to a supervisor if the issue does not get resolved. Indeed, resetting the activation count is the only activity on outdated software, that is still supported by customer support.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)



Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.


If in doubt, ask the forum.