Deactivating Elements 12 without old email access

New Here ,
Mar 23, 2021 Mar 23, 2021

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Hi,

 

I purchased Elements 12 when I worked for a small company, and unfortunately used my work email for the purchase. I don't have access to that email anymore. When I open Elements on my old laptop, I see the option to log out, but not to deactivate the license.

 

I want to reinstall on the new laptop that I purchased for myself. Am I able to change the license to my personal email without access to the old one that is attached to the account?

 

What steps should I take to properly install on my new laptop?

 

Thanks! 

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Activation , Installation

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Adobe Community Professional ,
Mar 23, 2021 Mar 23, 2021

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elements is a perpetual license product that's not tied to an email.  you just need your installation file and activation code (6 groups of 4 numbers) to activate.

 

to deactivate, open prog.>help>deactivate.

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New Here ,
Mar 23, 2021 Mar 23, 2021

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When I go to the help menu, I don't see the option to deactivat, only to sign out.

 

<image showing sign out option removed because email address revealed-kglad>

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Adobe Community Professional ,
Mar 23, 2021 Mar 23, 2021

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you probably had (or still have) adobe cc desktop app or some cc program installed on your computer.  if, and when you do that, your perpetual license is converted to a subscription.

 

click sign out to deactivate.

 

 

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New Here ,
Mar 23, 2021 Mar 23, 2021

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When I try to register my serial number, I get the error that it is already in use. Is there another way I can go about downloading the software? 

 

serial.png

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Adobe Community Professional ,
Mar 23, 2021 Mar 23, 2021

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use the sign out option on your old computer.

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Adobe Community Professional ,
Mar 23, 2021 Mar 23, 2021

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When you can't deactivate a serial number
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact.html?rghtup=autoOpen
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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New Here ,
Mar 31, 2021 Mar 31, 2021

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The link doesn't help me, it doesn't bring me to a chat (I'm assuming that's what it was supposed to do?) I double checked that I had cooked allowed, and turned off my pop-up blocker. Tried both Samsung and Chrome browsers on my phone. 

quote

When you can't deactivate a serial number
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience

Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact.html?rghtup=autoOpen
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730


By @John T Smith

 

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Adobe Community Professional ,
Mar 31, 2021 Mar 31, 2021

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did you click elements help > sign-out?

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New Here ,
Mar 31, 2021 Mar 31, 2021

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If I click sign out, will that deactivate the licence? I don't want to sign out and then and not have access to do another step if I need to, I can't get into that email anymore.

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Adobe Community Professional ,
Mar 31, 2021 Mar 31, 2021

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it removes activation (not the license) of that program so you can no longer use it (on that computer unless you clicked help>sign in), and it gives you the ability to activate the program on another computer (which is the goal of this discussion).

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Adobe Community Professional ,
Mar 31, 2021 Mar 31, 2021

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so you can no longer use it on that computer (unless you clicked help>sign in)

 

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