Acrobat Pro subscription stopped working

[Rebecca3221878031km]

I'm the admin for an organization and four employees reported their Acrobat Pro no longer works. It asks them to log in and enter a serial number, but then it says the serial number is invalid or already in use. The serial numbers are the same ones they used when they set up their subscriptions the first time, and the subscriptions are all paid until November 30th. Any suggestions?

[John T Smith]

I do not understand... the only programs I know of that use serial numbers are not subscriptions

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Rebecca3221878031km]

I do not understand... the only programs I know of that use serial numbers are not subscriptions

Hmm, yeah, they might be licenses actually, rather than subscriptions. I wasn't around when they were set up and I'm not the user so I'm a little fuzzy on exactly what format the software comes in. 

Anyway, it definitely asks for a serial number and we have serial numbers. Furthermore, the serial numbers still work to install the software if we uninstall it. But then it requires this other step, where it asks for the serial number but doesn't accept the serial number, so now we can't access the software.

[kglad]

you'll be prompted for two serial numbers when activating an upgrade version. ie, after entering the app's serial number, you'll be prompted to enter the qualifying product's serial number.

[Rebecca3221878031km]

And those are two different things? Well that would explain it. We only have the one, though. Presumably we have the app's serial number, since we've been able to use it to install Acrobat Pro. I assume I'll need to contact Adobe to help us figure out the other serial numbers?

[kglad]

something's not making sense.

after entering the acrobat 2017 serial number exactly what is seen?

[Rebecca3221878031km]

"This serial number is already in use."

[kglad]

if purchased from or registered with adobe, go to https://account.adobe.com and deactivate unused devices.

otherwise, contact adobe support if you want to deactivate all devices by requesting an activation count reset.  there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[kglad]

which acrobat version?

[Rebecca3221878031km]

2017

[Shivangi_Gupta]

Hi @Rebecca3221878031km ,

I'm moving this thread to Enterprise & teams support community for further discussion.

Regards,

Shivangi