You are eligible for a free upgrade to Captivate (2019 release).

[qikcreative_steve]

I'm trying to re-install Captivate on a new machine and I'm receiving this message when I enter my 2019 serial number:

I tried using the online chat but it is basically useless and the 800 number closed on weekends.

[Lilybiri]

Which version did you reinstall? Was it 11.0? In that case you can have the free upgrade to 11.5.

[qikcreative_steve]

I downloaded the latest version installer which at this time is 11.5.4.613

[qikcreative_steve]

So I'm guessing that my serial number is for 11.0

[Lilybiri]

No, should be valid. You are on a Mac? I cannot help you, am a Windows user.

[qikcreative_steve]

Nope. It just shakes the message in red about the free upgrade.

[Lilybiri]

The version you mention is for Mac,

[qikcreative_steve]

Yes.

[qikcreative_steve]

The issue is that I need a new serial number but I'm unable to get it. I just need to know how/where to get it.

[qikcreative_steve]

Clicking that Captivate Support link brings me here to this forum.

[RodWard]

"Clicking that Captivate Support link brings me here to this forum."

I think this illustrates very clearly what is wrong with Adobe's attitude to support.  Even though this is a community of Captivate users and Adobe knows we can't issue serial numbers for Captivate licenses, this is nonetheless where they send people with a problem.  We should be the LAST port of call for problems of this nature.

[qikcreative_steve]

So the problem is that it won't let me continue. So I need to know how to get the new serial number. I've tried every adobe support channel with out any luck.

[andreasn7217043]

I have the same problen. Can anybody help me? Thank you

[qikcreative_steve]

I've been on hold for 3 hours calling this number:

1-800-685-3570
Press 2 for Licensing

This is absolutly brutal.

I've also been online all weekend with the Adobe chat bot which is also piece of garbage.

This is by far the worst customer experience I have ever had.

The issue is so basic yet so difficult to resolve.

[qikcreative_steve]

Finally got through with a support person in the chat bot. You just need patience to geth this done.

Adobe is failing here! BIG TIME!

[qikcreative_steve · Accepted solution]

You need to get in touch with an actual person, through hanging on in the chat bot or by phone. You will eventually get through to a person who can issue you a new number that will get added to your account purchase history.