unable to access Adobe ID and products i own

[Judith27777059b5qm]

Adobe have forced a password reset on my Adobe ID account, I don't use it very often but since it was established say 8 years ago, i no longer have access to the email or phone number attached. Rencently my pc died and i have to re-register the CS6 Product but cannot due to the above.

I have all the serial numbers, I own the perptual licence. They can see everything in there when chatting with support. but they cannot provide me a way to access it??

I offered to provide them serial numbers as proof of ownership, and my licence.

They told me there was unusal activity on my account, given i probably havent logged in for 4 years, and the email is no longer active, their marketing emails must have been bouncing.

I cant believe there is absolutley no way i cann access the stuff that i own?

Surely there must be a way i can get this software up and running?

[Amal.]

Hi @Judith27777059b5qm 

Hope you are doing well and sorry to hear that you are unable to access the Adobe ID and the Product Adobe CS6.

Adobe CS6 includes Acrobat Pro X which is now EOL application and no longer supported on the latest Mac and Windows OS. End of Support means that Adobe no longer provides technical support or distributes runtimes. This policy affects product and security updates for all derivatives of a product or product version

For more information please check the help page https://helpx.adobe.com/acrobat/kb/end-of-support-acrobat-x-reader-x.html

Regards

Amal

[Judith27777059b5qm]

Hi Amal,

Thankyou for your reply.

I am aware this is EOL. My issue is not around the product or the support of the product. My issue is that I am not able to access the product that I own. 

I have the serial numbers which is proof of purchase/ownership. I have had to reinstal on a different PC and the only way i can activate is via Adobe ID, which as stated I have no access to the email or ph listed on the account.

The response i have received is that you will need a new id and purchase a new subscription model? 

Given that it was adobe that has forced the password reset to cause me to no longer access the ID this feels a little like ransom/extortion.

To verify ownership of the account I can and have offered to supply the serial numbers and/or Drivers licence.

It is not that adobe can't rectify this, it is that they don't want to.

Again, I own the product, to not allow me access seems illegal.

[Amal.]

Hi @Judith27777059b5qm 

Adobe CS6 products gets activated using the serial number. What happens when you try to enter the serial number to activate the application? Do you get any error message? If yes please share the screenshot of the same for a better understanding. Also a small video recording of the steps you are doing and the issue you are getting would be very helpful.

Regards

Amal

[Judith27777059b5qm]

Hi Amal,

There is no option to enter the serial number. Adobe requires me to log in or it will stop working. See attached.

Entering th eserial number into the software would seem appropriate, This is a little controlling, narcissistic even.

[Amal.]

Hi @Judith27777059b5qm 

If you have the CS6 installer available, please try to remove the application first. Here are some instructions on how to properly uninstall http://helpx.adobe.com/creative-suite/kb/uninstall-creative-suite-cs5-cs51.html You can also run the Adobe Cleaner Tool http://www.adobe.com/support/contact/cscleanertool.html to make sure all Adobe-related items are removed.

Once done, reinstall the application using the installer disk and try to activate it using the serial number.

Additional information: You may also go through the help page https://helpx.adobe.com/creative-suite/kb/64-bit-creative-suite-applications-repeatedly.html

Hope it will help

Regards

Amal

[Judith27777059b5qm]

Hi Amal,

I do not have a disk? I purchased the software online from Adobe direct.

If someone could simply provide me access to my Adobe ID this issue will be solved?

[Amal.]

Hi @Judith27777059b5qm 

Do you remember the Adobe ID/email used for your Adobe account?  if yes, please go through the help page https://helpx.adobe.com/manage-account/using/change-or-reset-password.html to change or reset the password of your account .

Hope it will help.

Regards

Amal

[Judith27777059b5qm]

Hi Amal,

This simply does not work. As you see in screenshot 1 - it is adobe that has forced a reset, not me, I assume this is because their marketing emails have bounced, as i wouldn't have logged in for 3-4 years. when continue the will send a code to the old email that is no longer working. There must be an alternative to fix this. I don't believe adobe has the right to stop my software from working as it is purchased outright. I should have the right to transfer the software to another pc. All i need is for adobe to stop the forced reset and i will be able to log into my account

[Amal.]

Hi @Judith27777059b5qm 

Sorry for the delayed response.

Please click on the option 'Choose a different method to verify'  On this screen, select Use another method to receive the code. Select your preferred method of authentication. Then follow the onscreen instructions and see if that works.

Hope this will help

Regards

Amal

[Judith27777059b5qm]

Hi Amal,

I have done this many times. This does not work because I no longer have access to either the ph or email associated with the account. As stated previously, Adobe forced a password reset, i assume because their marketing emails were bouncing. I did not do this otherwise i still have the original password!

Legally I own the software and this process was not in place before i purchased. I don't believe that Adobe can legally deny me permission to use it.

What is the next step to get my software working?

[Amal.]

Hi there

Sorry for the delayed response. As you do not have access to the Adobe ID or the registered telephone number, there isn't much that we can do, as per the data protection policy.

Regards

Amal