Requested upgrade of Acrobat Prof DC and Creative Cloud with failure to upgrade

[mohammeda53177343]

I have Adobe Acrobat DC in my laptop that I installed for free from Adobe Website. I ordered upgrade to Acrobat Prof. and tried to install the upgrade. At the end I got this message "Serial number you provided is valid, but a qualifying product could not be found on this computer". I tried to find a way to cancel the order or communicate with the Adove support team, but unfortunately there were no ways to do that. I am seeking help to cancel my order and get my money back.

[Tanusree]

Hi,

Please see Error: "This serial number is not for a qualifying product" | CS6, CS5.5, CS5

You may also refer qualifying product cannot be found on this computer?

If you still face issues, Please follow this link Contact Customer Care to contact our support team. Make sure to login using your Adobe ID & to click on "Still need help? Contact us" button.

Hope that helps!

[mohammeda53177343]

Non of the two possible answers applies to my case. I contacted the support and a case was opened and suddenly without giving me an answer I was referred to this discussion forum to poet my question. This is not a professional way of treating customers.

still looking for support?

[try67]

Are you sure you have Acrobat and not just the free Reader? What does it say when you look under Help - About?

[mohammeda53177343]

I have the Arobat Reader DC which I installed for free (as I mentioned earlier) on May 27. If the upgrade I bought cannot be installed because of that, then what should I do now to make work?

[try67]

You said that you had "Adobe Acrobat DC", which is not the same as "Adobe Acrobat Reader DC"... You can't use the upgrade version if you only have Reader. You need to purchase a full license.

[mohammeda53177343]

Now, how can I cancel my order and buy the full license version as one time purchase and not monthly payment?

[try67]

Did you purchase a subscription or a full license?

[mohammeda53177343]

I blieve what I bought is a full license, the offered price was $209, but the actual payment and invoice was $199.

[try67]

You'll need to contact Adobe regarding a refund, or a replacement license, then.

[Jeffrey_A_Wright · Accepted solution]

Mohammeda53177343 I reviewed your account and can confirm that you purchased the Acrobat DC upgrade.  You can find details on how to request a refund of your order for the Acrobat DC upgrade at Return, cancel, or exchange an Adobe order .

If you don't own a previous copy of Acrobat then you can either purchase the full version or subscribe to Document Cloud .  You can find more details at Plans and pricing | Adobe Acrobat DC .