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EditMagyar
EditMagyar
Participating Frequently
September 21, 2018
Answered

My serial key stopped working

  • September 21, 2018
  • 5 replies
  • 7772 views

I have purchased CS6 Master Collection in 2017. I have registered it with Adobe, all good.
My computer needed fixing, so everything was wiped, we started from scratch. We downloaded the package from Adobe but the registered key is not working anymore. It says it's been revoked, I should contact Customer support.
Customer support was very helpful guiding me through every step, just to download the same thing again and to use the same serial key.

Not being an expert I thought they've fixed the key somehow, that's why we're trying again (although first I thought I'm gonna get a new key, but what do I know?!) so I just entered the same key again, and it still doesn't work.
Can someone advice me what can be done now? Who should I contact to fix this?
I really think that if I purchase a product THAT expensive, it shouldn't just stop working. It's Adobe's responsibility to find out what went wrong, I'm not a technical person, but I am a customer, and a graphic designer, so I really need my working gear back on track asap!

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Hello Jeff,
    I have followed your link, got customer support, and although I didn't get my CS6 back as I wanted, I got a lovely offer for CC that I can afford on a monthly basis. It's for the best. I had great customer support, very helpful people, I'm pretty pleased with the outcome after all. Thank you for your help,

    Best Regards,

    Edit


    Thanks for the update, Edit!  I wish you great success with your next creative project!

    5 replies

    S
    SaifPial
    Participant
    September 12, 2019

    same thing happened to me, we should lawsuit against adobe.

      M
      MDVGraeme
      Participant
      June 3, 2021

      Same thing has happened to me also, genuine product no longer accepts serial provided with software.? Very frustrating not to have Encore software any more, that was sooooo good.

      I

      m even signed up and buy the licence every month for Creative Cloud but it no longre includes Encore.

        T
        Test Screen Name
        Legend
        September 25, 2018

        I‘m stating that the chances of any purchase of CS6 gets you a legitimate licensed version that keeps running is vanishingly small. Adobe stopped making it as well as selling it. If you don’t want to or can’t play the subscription game I can only recommend looking at other company’s Products.

        C
        cameron5E5F
        Participant
        April 29, 2021

        why not something like vegas pro 18 or movie studio?? something with pazaz

        EditMagyar
        EditMagyarAuthor
        Participating Frequently
        September 21, 2018

        Now that would be very unfair to the customers!
        If even Adobe is unable to spot the fraudulent ones from the genuine ones with all their experts, how are we supposed to know?
        If they inform us immediately when we try to register, we have a chance maybe to contact the seller and get our monies back (PayPal is good with that), but after 1 1/2 years..? They should just swallow it I think, and allow those future validations... That is my humble opinion.

          EditMagyar
          EditMagyarAuthor
          Participating Frequently
          September 21, 2018

          I have purchased from a reseller, exactly because adobe stopped selling them. What other option did I have?

          However I have registered the package with Adobe straight away, they accepted it, and that I take as a confirmation of it being genuine.

          It has been reinstalled once already this April by myself (over a year after the purchase(, and the key was working. I actually got the key off my adobe account, from my registered product. Therefore I don't think this would be the case here. I have already contacted customer care, and the lady told me the problem is that my computer got wiped. However she could not tell me how to resolve it, I've been directed here.

            Peru Bob
            Community Expert
            Peru BobCommunity Expert
            Community Expert
            September 21, 2018

            There have been cases where some resellers were illegally selling volume licences as individual licenses.  They were able to be registered, but later Adobe discovered the license violations and would not allow future validation of the licenses.

              DelphiZoa
              DelphiZoa
              Participating Frequently
              September 21, 2018

              Hi Editmagyar,

              I'm sorry this is happening to you. It's incredibly frustrating.

              Is is possible the copy of CS6 you purchased is fraudulent? If you did not get your software directly from Adobe (Adobe stopped selling CS6 in early January 2017, if memory serves) but rather from a reseller, there is a chance the item wasn't on the up and up. Adobe monitors and deactivates fraudulent serial numbers, but sometimes people who have one don't encounter a problem until they try to reinstall, as is the case with you.

              For reference, here is Adobe's information on revoked serial numbers: Invalid or revoked serial numbers and Adobe Genuine Software​. I would recommend reading over that and then contacting Adobe directly again via Contact Customer Care to discuss options. If you purchased from a reseller, you can also try getting in touch with them.

                EditMagyar
                EditMagyarAuthor
                Participating Frequently
                September 21, 2018

                I have purchased from a reseller, exactly because adobe stopped selling them. What other option did I have?

                However I have registered the package with Adobe straight away, they accepted it, and that I take as a confirmation of it being genuine.

                It has been reinstalled once already this April by myself (over a year after the purchase(, and the key was working. I actually got the key off my adobe account, from my registered product. Therefore I don't think this would be the case here. I have already contacted customer care, and the lady told me the problem is that my computer got wiped. However she could not tell me how to resolve it, I've been directed here.

                  Jeffrey_A_Wright
                  Community Manager
                  Jeffrey_A_WrightCommunity Manager
                  Community Manager
                  September 25, 2018

                  The current one is creative cloud. I have considered that, but as a full-time mum working from home a monthly fix is not suitable for me. Sometimes I don't get a chance to work for months, how can I pay over £50 monthly when I don't earn anything in that given time period? The only solution for me is a package that I buy and have it on my mac, and use it when I need to.
                  Also, If (as you are insinuating) everything being sold by other than adobe is a pirate version, a statement by adobe should be made warning the people. But definitely not letting anyone register a new package on their own site after they have stopped its sale.


                  Edit, we do have a month to month memberships available as well as single application memberships.  As Test Screen Name has indicated purchasing a new license for Creative Suite 6 is very risky.  In addition, there are reports that the applications themselves are failing to work correctly under modern versions of macOS and Windows.

                  I would recommend bookmarking Creative Cloud pricing and membership plans | Adobe Creative Cloud so you can see the current plans which are available.  Perhaps there is month to month or individual plan which will meet your needs for your next Creative project, Edit.

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