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CS6 Master Collection Unable to Activate It on New Laptop

Community Beginner ,
Mar 19, 2024 Mar 19, 2024

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I purchased CS6 Master Collection for Mac back in 2012 through my college at the time. In 2015, I reached out to Adobe support and did a platform swap on the license as I had purchased a new Windows computer. Since then, I have not had a single issue using the Windows serial number provided by Adobe support until recently. 

 

As tech does, my laptop finally crashed (it's 10 years old now) and I purchased a new laptop. Upon downloading the CS6 Master Collection for Windows as provided in my account because both licenses are registered under my account when going to activate it, it says that my Windows license was revoked. 

 

I reached out initially to Adobe Chat support (who were less than helpful) and they confirmed my Windows Serial Number has been revoked and only my Mac Serial number is active. They could not tell me any more than that as to why all of a sudden my Windows Serial Number that was provided by Adobe is no longer active and kept suggesting that it was illegally obtained. 

 

After they accused me of illegally purchasing the software, they said there is nothing they could do and I could still use my Serial Number for MAC if I so wished. I don't have a Mac, I haven't in 10 years. How do I rectify this situation? I don't understand why Adobe revoked my Windows license that they provided me, and now that it is no longer a supported application, they are saying they can't reissue it?

I don't understand.

 

Adobe CS6 Products.png

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Community Expert ,
Mar 19, 2024 Mar 19, 2024

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there's nothing practical you can do.

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Community Beginner ,
Mar 19, 2024 Mar 19, 2024

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So you are saying that I am pretty much SOL? No real reasoning as to why my Windows license was revoked and no way to get it back. 12 years of work within the Adobe Suite just gone, forever, unless I purchase an Apple Computer or spend 600$ a year on a subscription fee? Feels very much like extortion.

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Community Expert ,
Mar 19, 2024 Mar 19, 2024

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yes.

 

however, i'm not in a position to judge whether everything you've stated is true (and adobe is acting shamefully), or something else is true.

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Community Beginner ,
Mar 19, 2024 Mar 19, 2024

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As a community expert, do you have the phone number for Adobe Support that I could call and speak to a person to attempt again to rectify this scenario? I can only seem to find the Sales number and I image they won't be much help, just as the Chat Support was not much help. 

 

I tried to see if I could find the original Case Number for when I requested the platform switch, but the oldest emails from Adobe I could find were from when I changed email addresses in 2019. Anything before that is long gone.

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Community Expert ,
Mar 19, 2024 Mar 19, 2024

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phone numbers we've been asked no longer supply.  (and i'm not sure the number we had is still available/correct.)

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Community Expert ,
Mar 19, 2024 Mar 19, 2024

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Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies in your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or X (was Twitter):
https://twitter.com/adobecare

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Community Expert ,
Mar 19, 2024 Mar 19, 2024

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@Peru Bob 

 

the op's been on chat and wants to bypass that level.

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