Acrobat XI pro license transfer - old pc inaccessible

[claudiol8248983]

Hi

Can't find a way to transfer license to new pc.

Old pc is dead so can't deactivate.

Already tried inputting s/n when prompted to buy sw (Adobe believes I'm using a trial version).

I can see my license number in "my account" but no actions can be taken.

Can anyone help ?

Tia

[Ned Murphy · Accepted solution]

To deactivate you need to contact Adobe Support thru chat when they are open (weekdays) and ask them to reset your activations.

For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Serial number and activation chat support (non-CC)

https://helpx.adobe.com/contact.html?step=PHSP-PHXS_downloading-installing-setting-up_licensing-acti...

Your license allows you to have two activated installations, so if you only used one you should still have an activation available.  You cannot transfer a license from one machine to another.  You need to install Adobe applications using installation files.

[jennymac7064]

I am trying. They won't do it. I checked my activated devices in my online adobe account. It clearly shows there are no activated devices. Now chat won't even take me in a conversation. And I can't get an email through to them. I received an email from them this morning saying they reinstated my license number. I can't even wrap my mind around this.

Picture with personal information removed from this PUBLIC forum... Moderator

[Peru Bob · Accepted solution]

@jennymac7064 

You replied to an eight year old thread.

Adobe support no longer resets activations for perpetual versions of Adobe software.

You need to go to Help > Sign out or Help > deactivate on the old computer.

[jennymac7064]

They sent me an email today telling me they would. 

Dear Jennifer,

We have made changes in the serial number 111817438842141280501089 You can now continue using it for any issues feel free to contact us back our chat support is open 24*5.  You would need to deactivate from other devices if looking to install on a new device. As The license is for a single user it can be used on one machines.

Thanks for working with us, 

Adobe Customer Care  

[jennymac7064]

I no longer have the old computer

And my adobe account shows no devices with any activations on them.

[kglad]

@jennymac7064 

be careful of email scams.

[jennymac7064]

The email was legit from Adobe. Is that what you are referring to?

[kglad]

yes.

[jennymac7064]

customercare-chatsupport@adobe.com

This was the address it came from. It had to be from them. I was on the verge of losing my mind. So it had to be from them

[kglad]

for others, that's no assurance.