Transfer Adobe XI to new computer, but old computer broken

[default92sqao2dqgte]

Hello,

A colleague of mine needs help transferring her license to her new machine.   The old computer is unfortunately unuseable so we cannot deactivate the license like usual.   The new machine's copy keep saying it will be deactivated shortly because it's in use elsewhere.   When I log into my account for the licenses I do not see an option to say "deactivate this computer" and under "activated devices" there is absolutely nothing listed.

Help would be appreciated.

[moderator changed thread's subject from Acrobat IX to XI as per OP's post https://community.adobe.com/t5/acrobat-discussions/transfer-adobe-ix-to-new-computer-but-old-compute...]

[hammer0909]

You can deactivate an app from the account management page.

[default92sqao2dqgte]

Hi Chad, as stated in my initial message nothing at all shows up under that section.

[BarlaeDC]

Hi,

If you are unable to use the machine to do the deactivation, then you need to speak to abobe support.

https://helpx.adobe.com/uk/contact.html

[default92sqao2dqgte]

They wouldn't help me at all so I am trying to contact our account manager.   

We need this software to be accessible. The newer versions do not work well with Jreport.

[default92sqao2dqgte]

Sorry it's adobe XI, not IX.

[moderator changed thread's subject from Acrobat IX to XI as per OP's post https://community.adobe.com/t5/acrobat-discussions/transfer-adobe-ix-to-new-computer-but-old-compute...]

[Test Screen Name]

If you have a team/enterprise account you must deal with this directly through the admin console. Regular support cannot help enterprise account customers.

[default92sqao2dqgte]

As far as I know this has nothing to do with a team/enterprise setup. Years ago, we bought a few copies of Adobe Acrobat XI that came with serial numbers. 

[Abambo]

As far as I know this has nothing to do with a team/enterprise setup. Years ago, we bought a few copies of Adobe Acrobat XI that came with serial numbers. 

By @default92sqao2dqgte

Then you need to contact (standard) Adobe customer care and ask to reset the activation count for the product. Even if the product is End of Support, customer care still takes care of activation troubles like this. You need to be sure, however, to use the correct serial number.

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! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(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)