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D
DWTNA
Inspiring
January 15, 2015
Answered

Downloaded FULL version but still asked for previous serial number as if it were an upgrade.

  • January 15, 2015
  • 1 reply
  • 1022 views

So I received the serial number for the standalone version of Adobe Photoshop Lightroom 5 Student and Teacher edition that I purchased from the Adobe online store.  After it downloaded I received a serial number.  When I installed the software and attempted to activate it using the provided serial number the pop-up box stated that the number I provided was for an upgrade version and that I needed to provide the serial number from the previous install; something that I do not have because I have never owned Lightroom before.

Before you start, I was very careful in selecting the FULL version, please see the attached image of the shopping cart which clearly indicates that I have purchased the full version.  Further the email with the serial number gave no indication that I have purchased the upgrade version.

So my question is, how do I get a non-upgrade serial number that will work with the software that I have installed??

    This topic has been closed for replies.
    Correct answer DWTNA

    no one can change the serial number you currently have into a different serial number.  you need to purchase a different serial number.

    if and how you made a mistake or if the adobe web site made a mistake i can't say.


    O.K. Thanks for being clear.  I will return and re-order the software and re-open this discussion if needed.

    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 15, 2015

    contact adobe support by clicking this link and then clicking 'still need help' as soon as it appears, https://helpx.adobe.com/contact.html

    D
    DWTNAAuthor
    Inspiring
    January 15, 2015

    You have got to be kidding...  I have just spent the last 3 hours simultaneously waiting for someone to reply to my chat request while navigating the telephone/voice mail menu.  The chat box keeps telling me that support is available 24/7 and that I should wait patiently for an expert while the voice mail system says that phone support is not available for my product.

    After finally getting someone from the chat team, Ganesh says and I quote - "Ganesh: You need to return the upgrade version and purchase the upgrade version."  Talk about helpful....

    Now I'm waiting because Ganesh has transferred me to the "Customer Support Team" - which begs the question -- who was I chatting with in the first place.

    What a farce.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 15, 2015

    that's probably a typo and he meant, you need to return the upgrade version and purchase the non-upgrade version.

    Return, cancel, or exchange an Adobe order

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