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kristina62608663
Participant
January 27, 2016
Answered

Reinstalling all software on new hard drive, downloaded Acrobat from order history and it says serial number doesn't match

  • January 27, 2016
  • 3 replies
  • 650 views

I just had to restore my computer from scratch.  I redownloaded Acrobat XI Standard from my order history page on the Adobe website using the serial number in my order history page.

It gives me the error message that the serial number is valid but does not match the software on the computer.  It prompts me to select a different one but Acrobat Standard XI is not in the pull down list.  I tried everything in the list and it says they do not match.

How is this possible?  What do I do?

This topic has been closed for replies.
Correct answer Test Screen Name

I recognise the problem you describe. Simply, you are installing an upgrade. The "qualifying product" it is asking you for is the OLDER version of Acrobat which entitles you to the upgrade. You now need to enter your serial number from Acrobat X or 9, to prove eligibility.

3 replies

K
kristina62608663Author
Participant
January 27, 2016

Fascinating.  Today there is a 2nd serial number listed in my account that wasn't there yesterday for Acrobat Standard 9 as you said.  I wonder how that happened?  In any case, problem is solved.  Thanks! @Test Screen Name

T
Test Screen NameCorrect answer
Legend
January 27, 2016

I recognise the problem you describe. Simply, you are installing an upgrade. The "qualifying product" it is asking you for is the OLDER version of Acrobat which entitles you to the upgrade. You now need to enter your serial number from Acrobat X or 9, to prove eligibility.

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    January 27, 2016

    Hi kristina62608663,

    Please refer this link for help: Find your Adobe product serial number quickly

    You can download the Acrobat from here: Download Adobe Acrobat products | Standard, Pro | DC, XI, X

    Let me know if you need any further help.

    Regards,

    Meenakshi

    K
    kristina62608663Author
    Participant
    January 27, 2016

    ‌i Suggest you rend the questions before replying. That is exactly what I did. Apparently that doesn't worK as the downloaded software and product key do not match despite coming from the same same order in my order history.

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