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

Explorer ,
Apr 04, 2020

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

 

Screen Shot 2020-04-04 at 10.22.53 AM.png

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

 

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.

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

Explorer ,
Apr 04, 2020

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

 

Screen Shot 2020-04-04 at 10.22.53 AM.png

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

 

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.

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Apr 04, 2020 0
Most Valuable Participant ,
Apr 04, 2020

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

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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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.

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Apr 04, 2020 0
Most Valuable Participant ,
Apr 04, 2020

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

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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

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Apr 04, 2020 0
Most Valuable Participant ,
Apr 04, 2020

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The version you mention is for Mac,

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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Yes.

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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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.

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Apr 04, 2020 0
Explorer ,
Apr 04, 2020

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

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Apr 04, 2020 0
Adobe Community Professional ,
Apr 04, 2020

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"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.

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Apr 04, 2020 0
New Here ,
Apr 05, 2020

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

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Apr 05, 2020 0
Explorer ,
Apr 06, 2020

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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.

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Apr 06, 2020 0
Explorer ,
Apr 06, 2020

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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!

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Apr 06, 2020 0
Explorer ,
Apr 06, 2020

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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.

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Apr 06, 2020 0