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Adobe support "customer care" needed

Community Beginner ,
Jun 27, 2017 Jun 27, 2017

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Hello Adobe Support:

I purchased adobe creative suite 6 design & web premium in 2013 (I LEGALLY purchased this software & would be more than happy to provide verification through my VISA and/or amazon account invoice if it is so required by Adobe ... I would be more than happy to do this if it would solve the issue I am currently having). I recently purchased a new computer and have migrated the contents of the old computer (which is 9-10 years old and has been behaving klunky recently. I already replaced the graphics card once a couple years ago. I want to get all my stuff up & running on the new computer before the old one crashes). Most of my software has been successfully migrated & is up and running (except for Adobe & Mcafee .. aside, I had to temporarily uninstall my Mcafee in order for the Zinstall app to fully migrate my stuff from old to new computer; I plan on reinstalling it after I get Adobe working on my new computer). I originally got an error code with my adobe cs6 which said "key has been revoked" (Again, I LEGALLY purchased this software & can + will provide any proof that is needed by Adobe tech support). That was a few days ago, since then I am getting a 30 day "free trial" period running on my new computer (again, for a software bundle I paid in full). When I originally installed the software, back in 2013 I registered the product with a username & password (aside: presumably I would not have been able to activate the product without this, and the product key also for the physical product, obviously). I wrote down my username & password at the time (you can be d*mn sure I'm going to keep very accurate accounting of all records pertaining to a $1,350 dollar computer program ... I am not a rich man). The username & password WAS VALID at the time I registered. This was a brand new stand-alone product purchase (I did not need to purchase a subscription, because frankly I did not need a subscription nor do I want monthly recurring charges on my credit cart .. I prefer stand alone products & to pay in full when I need 'em).

I contacted Adobe Tech support twice with this problem already, via chatroom & email. The first tech support man said he could not help me "because I was not a subscriber & my username was not on record." The second tech support guy (after the first guy referred me to "adobe tech people who specialize in this type problem") after chat & waiting several days for an email reply (supposedly this was one of the specialists) said "we cannot help you as your registration key has been revoked." I have registered my adobe cs6 product on only one computer (the old computer, which it is still running on without hitch, thankfully, at the moment). The software was bran new in shrink, purchased through amazon. BTW: in the course of trying to find online solutions on my own I found this webpage, an Adobe corporation webpage I might add ...

https://helpx.adobe.com/x-productkb/policy-pricing/activation-deactivation-help.html

... I read it & paid particular attention to the following, copied & pasted: "If you purchased a single license for Adobe software, you can install the app on two computers.

However, you can use it on only one computer at any given time." ... this makes perfect sense, as a software (and computer) owner will probably need to upgrade an old computer at some point in time, as I am trying to do now. So, now I have the software legally installed on two computers. My next logical step would be to reverse the "trial period" countdown on the new computer & put that countdown on old computer, and migrate the fully functional (non time-limited) capability from old to new computer.

I've already talked to two tech support personnel, and it is clear to me (I am very capable of reading between the lines) that Adobe is more interested in shucking away the user-needing-help rather than solving the user's problem. In my experience most companies will do their best to solve user's problems, others aren't interested & want to get rid of the user ASAP (unfortunately, Adobe falls into this). I'm not saying this to be mean, it's just a factual observation. I've owned adobe CS6 for 5ish years now, and this is the first time I've needed tech support in that time. I simply have not needed to login & use my username and password except twice (the product has actually worked well, for the most part the only problems I've had have been in training {how to use software} and I can solve those problems

myself as there are very good online tutorials). However this revoked-key and missing username/registration (despite having one originally & originally registering the product back in 2013 are issues I cannot solve and are valid tech issues .... As I said, I will be more than happy to provide any proof-of-purchasee that is needed).

I'm going to attempt phone support today, I'm also going to post this on adobe website help and hopefully get a tech support rep who can solve this problem. I actually feel fairly exhausted right now after writing this blurb in notepad, but it had to be done. If there is a tech guy from adobe reading this please don't waste my time if you can't get past either 1) "I can't talk to you as you do not have a subscription (not a subscriber)" OR 2) I can't do anything since your key is revoked / you are not registered". I want someone who is more concerned about solving the problem for a user who LEGALLY purchased his (very expensive) software bundle.     

Just an aside: I had a similar problem during my old-to-new computer migration with microsoft office proffessional 2010, which I also purchased legally and in full way back when. For some reason it would no work properly after entering the registration key (more-or-less the same problem I'm having with adobe, although this software bundle is microsoft corp not adobe). I was able to get hold of microsoft's technician via chat-support (which parallels what happened with adobe, after this the corporation's help varied in extreme). The microsoft tech verified my product key (username & password wasn't even an issue). He offered to do remote support (or to let me download on my own). I chose to give him remote control (figured he would better solve any problems & faster, than I could on my own). Well, he ran into some problems after 45 minutes or so of remote-control and two computer restarts. Eventually he said "the software [office professional 2010] is old and is conflicting [or not compatible] with windows 10. I would like to offer FREE and without charge the newest version of the same software [office professional 2016]" .... I was without words & floored. That was way, way, beyond what I expected from tech support (I would've been well satisfied had the original product got up and running

on my new computer). This is a 5 star A+ example of tech support; I wish every company had tech support as good as microsoft ... note: the tech guy was focused on solving the problem, not in getting stuck on registrations, usernames, passwords .. he simply verified that the software was legally purchased and then did everything in his power to solve the problem, and when he couldn't he offered free upgrade to the newest version which was compatible with the system (Windows 10). Boy, how nice it would be if all software tech support was this good .... I don't expect this from Adobe tech support, but I do expect them to get my software running on the new computer without hitch (no free trial countdown) ... I think this is a very reasonable expectation, frankly I don't know if the current adobe support can accomplish it.

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correct answers 1 Correct answer

Adobe Employee , Jul 12, 2017 Jul 12, 2017

I am very sorry Richard.  Please encourage anyone you do share your story with to always register their software.  While it seems like extra paperwork, and time, it can help discover these type of situations early.

Richard you can find a link in the Adobe Genuine Software FAQ, in message #9 of this forum discussion, which you can utilize to report the reseller who sold you the volume license to Adobe.  While it won't help you receive a refund. It will make sure our fraud team is aware of the rese

...

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Mentor ,
Jun 27, 2017 Jun 27, 2017

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Richard, we are currently checking with the experts in this area as to where best to place your question. Please know that it will hopefully end up in an area that you can receive the help that you need!

Thank you for your patience.

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Community Expert ,
Jun 27, 2017 Jun 27, 2017

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99.99% sure it shouldn't be in the RoboHelp WebHelp forum where it currently resides. BTW, Richard, the 1 license = 2 installations is designed to work in the scenario of 1 installation at the office; one at home - that way they aren't simultaneously being used. It's got nothing to do with moving to a new machine; in that instance you deactivate the old machine & reinstall & activate on the new one.

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Community Beginner ,
Jun 27, 2017 Jun 27, 2017

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I didn't know where to best post this question, a moderator can certainly move it to the most appropriate location. I hope it's as easy as you comment: as you say just deactivate ... it's already installed on new one with the "free trial" countdown running .. but then why couldn't the original tech support people just do this? ... and of course, I have this paranoid feeling (in response to deactivation) that if I "deactivate" adobe on the original machine, that I will (never) get it activated again on either machine (at least at this point I have one functional version, albeit on an old dying computer). Thanks for the reply though!

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Community Beginner ,
Jun 27, 2017 Jun 27, 2017

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BTW: I work from home, my home computer is my work computer.

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Community Expert ,
Jun 28, 2017 Jun 28, 2017

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Ok, according to the Creative Suites forum, this "Downloading, Installing, Setting Up" forum is all for issues involved with CS.

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Adobe Employee ,
Jun 28, 2017 Jun 28, 2017

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Richardk50351274 I am very sorry that you have been facing difficulties reinstalling Creative Suite 6 Design Standard for Windows on your new computer.  I did review the serial number you offered in case 0222363388 and it is for a volume license of Creative Suite 6 Design Standard for Windows that was not designed for individual sale.

You mentioned you have access to the order in your Amazon.com account.  I would recommend contacting the organization which sold you the volume license copy of Creative Suite 6.

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Community Beginner ,
Jun 28, 2017 Jun 28, 2017

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I don't know what a "volume license is." I purchased this software the same as I purchased any other software I buy. I also purchased microsoft office professional 10 on amazon, and had no problem with a similar issue. And when I contact the original organization that sold me my software, what are they supposed to say?? .... I can predict what they're going to say before I even contact them: "we can't' help you because this is an Adobe product, you need to contact Adobe support."  ....  this is very clearly an Adobe issue, not the Amazon vendor that sold the product: (That's equivalent to blaming the mailman because the company shipped the wrong part ).

So, I can see that the absolute final bottom line is going to be that I cannot migrate my adobe company legally purchased software from my old failing computer to my new computer because it has a "volume license" ?????? & absolutely no one at adobe can help me with this despite the fact that I invested $1,350 in the adobe corp for the cost of the software (more than twice the cost of the new computer I'm attempting to migrate it to, I might add, which is a $580 dell from amazon).

........  Wow, that's just grade A++ customer support.    

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Adobe Employee ,
Jun 29, 2017 Jun 29, 2017

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I am sorry Richardk50351274.  In the future I would recommend registering your Adobe product on http://www.adobe.com/ to verify that you did purchase an individual license.  Details regarding the registration process can be found at Find your serial number​.

There are additional actions you can take if you are not able to get a refund from the organization who sold you the volume license for Creative Suite 6.  For additional details please see Adobe Genuine software FAQ​.  In specific I would recommend review the How Does Adobe reduce piracy section of the document.

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Community Beginner ,
Jun 29, 2017 Jun 29, 2017

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Well, I can tell you that I had this product registered when I purchased it in 2013. I wrote my registration username & password on the cs6 DVD envelope right above the serial design & web premium cs# sticker which is attached to that envelope. Why it is not showing up now as a valid UN & login now (5ish years later) I haven’t a clue. Again to recap: I’ve only ever installed this software on one computer until just recently (when I needed to migrate from an old to a new computer)

By the way: I’m following up with this here as a record for others who may be in my same shoes (so to speak).

I tried contacting another tech support person at Adobe who again transferred me to a support “specialist,” This tech support agent asked my for my registration key & I gave it to her (or him) & he said the registration key was on the “pirated software list” …. I said what??? & immediately felt as if I had been punched in the stomach. The support person hung up on me & I immediately attempted to call adobe about this issue (by phone) …. They would not take my phone call (apparently a $1,350 cs6 software package does not rate phone support).

Again, I emphasize that I paid $1,350 for this software pack legally and have the records to prove it

So I took Jeff A Wright’s suggestion and attempted to contact the third party vendor who sold it to me on amazon (INNOSOFT is their title or username). I could not get a hold of them by phone, so I called Amazon (Luckily Amazon has a 5 star customer support: one gets a support person on the first ring & it is someone who speaks fluent English & they have NEVER not been able to solve any issue that I have …. That’s one reason why I use amazon 90% or more of the time when I need to buy something). After explaining my issue to the support person at amazon she sent an email to the vendor, I copied and pasted here:

…..  Details: Customer bought this in 2013 for $1349.99 and has been using it. Tried switching it to his new computer and it is allowed on two computers but when he tried the registration key it would not work - said it was evoked. Contacted Adobe and the customer was told this was pirated software and he needeed to contact the people he purchased it from. Put a countdown on his software and will lose it in 24 days. He would like this issue resolved as soon as possible.   ……

By the way: I now have a “free trial” countdown on both my computers, even the old computer in which the software was originally installed & working … I had to go out and jog 2 hours to clear my head & reduce the painful frustration I’ve been feeling.

Just  got a reply from the third party vendor in my inbox, their reply copied and pasted:

……  Hello,

Have anyone inspect the software.  I wouldn't be in business if that was pirated software.  I have sold hundreds of that software.   Zero complaints.   All genuine software.  I'll do a 3-way call with Adobe with you  ……

Sounds to me like they are a legitimate software vendor (which is what I suspected to begin with). So, I will attempt to contact this vendor again & work with them like they suggest. (For the record: my opinion is that I have been shut off by none other than the adobe corporation & there was no piracy involved at all, except by adobe, JMO). I have (had) Mcafee installed on my computer, I believe I would've known over the years if I had been hacked & somehow gotten my key hacked or stolen (frankly, I think that also is highly unlikely).

For the record, I will follow up with this again later when additional info becomes available ….

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Community Expert ,
Jun 29, 2017 Jun 29, 2017

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richardk50351274  wrote

Again, I emphasize that I paid $1,350 for this software pack legally and have the records to prove it

The problem is the fact that it was sold to you illegally, regardless of how you purchased it.

Your only recourse is to use the evidence provided to you by Adobe to commence action against the party from whom it was purchased.

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Community Beginner ,
Jun 30, 2017 Jun 30, 2017

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I'm following up with this for record purposes. I contacted the vendor who sold me the item & he says it was legal 7 that he would help me out. Later on after having got the above message on this forum I copied & pasted it and sent it to him. I told him he needed to resolve this matter on my behalf with Adobe or I would have to ask for a full refund for the software I can no longer use (or only have a 23 day timer at this point.)

I still don't know how this is going to turn out, either: 1) the amazon vendor works it out with Adobe 2) I get a refund from the vendor or 3) I get scre*wed over and taken for a $1,350 loss

I hope it's case 1 but that's probably a long-shot. If it's case 2, I will try to purchase the design & web  premium cs6 if it is available. If it's case 3 I will be very disappointed (that's too mild ... incredibly angry & frustrated, even more than that I am feeling now). Regardless, I plan on writing a strongly worded letter to the CEO of the Adobe corp pertaining to this experience & the horrible dysfunctional tech support at adobe (can't even talk to anyone by phone, that's unbelievable to me .. a week of chat & email bounce and nothing from adobe support)..The only people that have actually been helpful & civil have been the people in this forum that have replied to my posts, otherwise I would have no clue what's going on or what to do.To those people I say thanks, and the adobe software itself is terrific (it's a first class software suite, I had no other problems [only those of a learning nature]). It's too bad that such a great software suite has such a horrendous corporate entity behind it.

I've spent so much time over the past 5 years working wth this software & going through the learning curve (huge learning curve going from gimp). I've easily spent hundreds of hours over the watching halp videas & tutorials on using these products. I've got dozens of files (I was planning on doing a kickstart project with my work & hopefully starting my own business & creating a website, hence the need of ai, ps, d,a nd flash plus id). And now it looks like everything is going to crash down on me as I (may) not even be to access or continue working on my stuff, or worse, having to find another graphic design software system (going through that whole learning curve again: not to mention redoing all the work I have up to this point: years woths of files) .... the feeling is just so frustrating & awful I have no way to describe it.

I'll let you people know what the final resolution is, I'm going to be working on that letter to the CEO of adobe today.

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Community Expert ,
Jun 30, 2017 Jun 30, 2017

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Scenario #2 is the most likely result if Amazon chooses to help you.  Since Adobe no longer sells CS6 and the vendor likely knows they were in violation of the licensing rules, Adobe will not likely satisfy a request from the vendor.

I certainly hope that scenario #3 doesn't occur.  If you should not get satisfaction from Amazon or the vendor, a politely worded and tactfully phrased letter to Adobe asking if any solution to your problem can be offered by Adobe as a customer relations gesture would be appropriate.  I think being polite, while still firm, will be key to getting a positive response from Adobe.

The fact that you paid a large sum of money, (and not $39.95, knowing it was a "too good to be true" deal) I would, hope, be one piece of evidence to attempt to convince Adobe your intention was not to buy an illegal version.  Cases like this make me wish I were an Adobe employee with the authority to satisfy a customer.

Please keep us updated on the situation.

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Adobe Employee ,
Jul 06, 2017 Jul 06, 2017

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Peru Bob we just published the document I referenced, to Richardk50351274, in post #14.  Please feel free to refer other individuals who may be in similar circumstances to Richardk50351274 to Invalid or revoked serial numbers​. 

There is a process available for individuals to get a low cost replacement perpetual license if they were victimized, similar to Richardk50351274, by being sold a license not intended for individual sale.

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Community Beginner ,
Jul 06, 2017 Jul 06, 2017

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Following up:

@Jeff .... I contacted Adobe via the links you referenced above. Actually, Adobe no longer offers any "perpetual licenses" under any circumstances (not anymore), but they did give me a discount based on my situation (as denoted in this thread). They gave my a 40% discount & the first two months free on a year cloud subscription for a package which is similar to the CS6 design & web premium stand-alone suite which I had purchased. (as far as next year & subsequent years go though: "prices are subject to change"). So, I did take the greatly reduced year subscription (though I absolutely hate recurring charges on my credit card of any sort; this is about the most I would be willing to pay). As far as next year goes, I probably won't be resubscribing if the price should shoot up 40% (that just crosses the line from what I can/will pay). I also decided to purchase the corel draw 2017 suite (about $420) ... just in case the adobe prices should change for the worse next year ... I just don't want to be in a position/situation where I can't use my files & already saved work, so as a defensive move it makes logical sense to me to be "functionally literate" with the #2 graphics program on the block ... I've never used corel before, so I'm gonna need some time to go through the "learning curve" again (apparently corel is able to import ai and psd files (from their product description), so I won't have to totally recreate my work from scratch in the worst case scenario).

.... as far as my case against the TPP vendor of adobe on amazon: I called amazon again today and they suggested I give the vendor another couple of working days to either work it out with me or Adobe. He never called me back by the way, nor talked with adobe (as far as I could tell). The Amazon rep said if he doesn't work it out by Tuesday, then I should file an A to Z for a refund ... so I'll know next week, hopefully, how this will ultimately turn out & be done with it already (I've been in enough stress over this the past week-ish, I'm more than ready to get past it).

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Adobe Employee ,
Jul 06, 2017 Jul 06, 2017

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Thanks for the update Richardk50351274.  I am glad to hear we are at least able to give a discount on the Creative Cloud membership.

I have had great personal success with Amazon for my purchases.  Their A to Z guarantee is a great process.

Richardk50351274 if you do purchase additional  Adobe software titles in the future please make sure to register them on http://www.adobe.com/.  Details regarding the registration process can be found at Find your serial number​.  This will allow you to verify that you have purchased a valid license.

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Community Beginner ,
Jul 11, 2017 Jul 11, 2017

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Following up .... It looks like I won't be getting a refund from the seller: I just talked to amazon rep, apparently A-Z claims are only good for a year from purchase. And, as it has been roughly 5 years later after the purchase (before I found this problem), apparently I am out of luck or rather at the mercy of the seller ... as it will be at his discretion as to whether he refunds me (according to the Amazon rep: an email was sent by amazon to the seller, apparently I have to wait another 48 hours .. but I know how this is going to turn out). I've already been contacted by the seller by email last week & he claims the software was not fraudulent in any way & he won't be refunding me for software he claims was legit .... so it looks like I'm going to end up being the big loser here in the long run ... seems like that's the kind of luck I have in my life more often than not (yes I'm whining) 

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Adobe Employee ,
Jul 12, 2017 Jul 12, 2017

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I am very sorry Richard.  Please encourage anyone you do share your story with to always register their software.  While it seems like extra paperwork, and time, it can help discover these type of situations early.

Richard you can find a link in the Adobe Genuine Software FAQ, in message #9 of this forum discussion, which you can utilize to report the reseller who sold you the volume license to Adobe.  While it won't help you receive a refund. It will make sure our fraud team is aware of the resellers details.

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Community Expert ,
Jul 06, 2017 Jul 06, 2017

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Thank you, Jeff.  I have bookmarked the link.

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Adobe Employee ,
Jul 06, 2017 Jul 06, 2017

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Richardk50351274 I am truly sorry that you have been affected buy purchasing a serial number that was never designed for individual sale.  Please see Invalid or revoked serial numbers where this specific topic has been discussed.  Please see the second bullet point in the document for action you can take to obtain a valid Creative Suite 6 license.

Richardk50351274 if you have any questions about any steps in the document please update this discussion.

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Community Beginner ,
Jun 27, 2017 Jun 27, 2017

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Thank you!

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Community Beginner ,
Apr 11, 2022 Apr 11, 2022

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Hi Richard,

Now, a few years later, the same is happening to me. I bought the last CS6 version because I don't need a subscription, and I bought mine from Adobe direct. Now because my PC crashed on me, I'm trying to install my software on my new computer and Adobe is telling me the serial number is wrong???

I'm using my, given from Adobe, serial number, but it tells me it's wrong???????

It really gets angry, also because I bought an old car and I still get support, I own the software, but Adobe doesn't support it anymore? Heck, I want to use what I bought, it's mine.
Maybe we should file a lawsuit against Adobe for theft, because that is what it is.

 

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Community Expert ,
Apr 11, 2022 Apr 11, 2022

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LATEST

Have you contacted Adobe Customer Care directly?

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