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brianperryman
Participant
October 1, 2020
Question

Does not recognize purchase

  • October 1, 2020
  • 1 reply
  • 389 views

I teach for a college with a .edu email address. I purchased Acrobat Pro DC in 2015 from Office Depot. Set up an account and everything worked until my laptop crashed. So I could find my version from 2015 information and I thus I purchased a Student/Teacher Acrobat Pro 2020 from Office Depot. I tried to install that and it would not install. I did tech support chat with Adobe, they looked up my account and said I have a "perpetual license". I know what perpetual means, but that doesn't help me.

So all that to say right now I have:

the download link for the 2015 Acrobat Pro DC and have a serial number

and the download link for Acrobat Pro 2020 w/serial number.

My account show both products as my registered products. But down in the bottom left it says EXPIRED and in the bottom right corner of the screen it says activate. However, when I click activate it says I have not made a purchase.

PLEASE HELP...

Respectfully,

Brian

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
October 2, 2020

Hi Brian,

 

We are sorry for the trouble. As described, you are not able to activate the application on your computer as it is not recognizing your purchase.

 

Would you mind sharing the workflow/steps you are doing to activate the application? Also, please share the screenshot of the error message for a better understanding.

 

Please try to logout of the application, reboot the computer once and relogin and try to activate and see if that helps.

 

If it still doesn't work, please try the steps provided in the help pages listed below:

https://helpx.adobe.com/in/x-productkb/policy-pricing/activation-network-issues.html
https://helpx.adobe.com/in/acrobat/kb/troubleshoot-activation.html

 

If it still doesn't work, please create a new test user profile with full admin rights or enable the root account in Mac and try using the application there and check.

 

If it still doesn't work, please run the Acrobat cleaner tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer once and reinstall the application using the link https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

 

Let us know how it goes

 

Regards

Amal

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