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stefan_sweden
Participating Frequently
March 6, 2025
Question

New computer will not accept product licence keys

  • March 6, 2025
  • 2 replies
  • 1816 views

Hello,

I´m a Photoshop user since the start 1987 (on a Mac SE) who bumped in to problems following how my Mac Book needed to be replaced.

I changed my email address more than 10 years ago and as my computer and my Adobe programs were working I didn't even think about the fact that all my Adobe purchases were linked to my old address.

 

When my computer broke down I got a new one with the same operating system and I installed a Mac Time Machine backup copy of my hard drive including my Adobe software (PS and IL).

But my Adobe programs are not working. 😞

They are asking for my product license keys-  but when I enter them - I get an error message.

 

I tried to solve the problem by creating a new Adobe account with my current email address and then register my existing and valid licenses but the system says "this serial number is already in use".

But the “already in use”-user is me myself so I end up in a Moment-22 lope.

 

As the old computer and the old email is dead - I cannot log in and un-register my valid licenses from this not existing account.

 

How can I register my licensed products to my Adobe account and make them work again in my new computer?

2 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
March 6, 2025

1. To deactivate a device, you must have access to the device on which Creative Suite was installed.  Remote deactivation is not possible for legacy CS apps.

 

2. Creative Suite apps won't run, much less install, on newer Macs.  You need compatible 64-bit software that can run on your current machine. 

 

Make sure your computer meets the minimum requirements. Most Creative Cloud apps work on these systems, no more than 2 versions back:

  • Windows 11 (64-bit) versions 24H2, 23H2,; Windows 10 versions 22H2, 21H2;
  • MacOS 15 (Sequoia), 14.7 (Sonoma), 13.6.7 (Ventura).

- https://helpx.adobe.com/creative-cloud/system-requirements.html

Creative Cloud Bundles & Single App Plans for mobile, web & desktops
https://www.adobe.com/creativecloud/plans.html

 

Nancy O'Shea— Product User & Community Expert
S
stefan_swedenAuthor
Participating Frequently
March 7, 2025

Hi Nacy,

 

Thanks for responding 🙂

I got a used 2017 Mack Book Pro with the same processor as my old one just because it had to work with my Mojave operating system where most of my software doesn’t work in newer hardware. I cannot buy a complete new one for that reason. So this part is taken car of and solved - it’s to get my licensed Adobe softwere to accept my leagaly purchased product keys that is my problem. 

It appears as the system thinks I am installing it in an additional computer and not moving it from a broken computer to one that works.  🙂

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
March 12, 2025
quote

It appears as the system thinks I am installing it in an additional computer and not moving it from a broken computer to one that works.  🙂


By @stefan_sweden

 

That is an additional computer.

The only way to free up an activation is to deactivate it from the old computer.  If you can't do that, you can't recover the activation. Adobe used to allow you to deactivate from your account if registered, but CS versions no longer have that option.

 

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 6, 2025

registration is impossible now and irrelevant.

 

activation is relevant and may, or may not be possible.  what version are you trying to activate.?

S
stefan_swedenAuthor
Participating Frequently
March 7, 2025

Hi kglad,

My reply to you ended up as answer to Jeffrey. See bellow 🙂

 

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
March 12, 2025

Jeffrey,

 

Thank you for your answer. What contact should I use to get help in this matter?

It´s very hard to find related contact information and I tried to open a case with the help desk robot but this is only programmed to handle standard questions.


There is no one to contact, Stefan. You just need to complete the process and form listed at https://adobe.ly/3XO1WPP.

 

This is a quick reminder that educational licenses are not transferrable, so if you received a discount for Creative Suite 6, the license won't be transferred, and your request will be denied.

 

It is no longer possible to activate or manage licenses for Creative Suite 3 applications, so you will need to find a modern solution to open your Illustrator CS3 documents. ^JW

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