New computer will not accept product licence keys

[stefan_sweden]

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?

[kglad]

registration is impossible now and irrelevant.

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

[Jeffrey_A_Wright]

Stefan, I can confirm that you posted to this public discussion forum under an account that does not have your software registered. Please see https://adobe.ly/3DuvhI3 for information on how to request a password reset to gain access to the account you used to register the software. Once you have access to the account you can use the steps listed in https://adobe.ly/41GMWFU to access the installation files from your account. ^JW

[stefan_sweden]

Hi Jeffrey,

Thank You for your reply. 🙂

I have called your US service phone who searhed on my old email bud they couldn’t find it.

I know I use to be registred and was always invited to new vesions launch releases and workshops over the years where Adobe staff showed all new features.

As I mentioned in my original post, I have been a Photoshop user all the way from the very start in 1987 and have allways had bought licenses to my products. I would never of been invited to all those PS or CS-events if I wasn’t a registred customer.

If I dropped out of the system at some point without knowing and how this would of happened is nothing I can do anything about or answer about. But no accound could be found to my old email.

Can’t we find it the other way around as I have my license key numbers?

[stefan_sweden]

Hi kglad,

Thank you for responding 🙂

I use to be a professional user but now I am retired but with to able to open my old work files. I don’t need the latest versions for this so I am happy with the licensed products that I have and they are:

Photoshop CS6

Illustrator CS3

Kind Regards, Stefan

[stefan_sweden]

Hi kglad,

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

kglad

[kglad]

@stefan_sweden 

first, trying to contact anyone outside the forums about legacy adobe problems isn't going to be fruitful for several reasons.

second, anything older than cs5 (eg, illustrator cs3) can no longer be activated because the activation servers on adobe's end no longer exist.  so your cs 3 can only be used for the 30 trial, though there are (laborious) ways to extend the 30 days repeatedly.

third, your cs6 can be activated.  exactly what error message are you seeing?

and finally, you need not respond to each person in a separate message, esp, if you're repeating information.  these are public forums.  everyone can see your message no matter to whom you address it.

[stefan_sweden]

Hi kglad,

Oh, I did not try to contact you or anyone else outside this forum but I tyried answering you in person but my answer ended up under Jeffreys answer in this very thread.

Appreciate your knowledge and input in my slightly panicking mode whenthis is not working.

PS is the omportant program to get back working.

I just tried as I am writing this and when I open Photoshop it says my test period has expired. I then can click on "buy now" or "enter production key" and I click on the last one.

A new window for Adobe Application Manager opens were it askes me to log in to my account - I du this and the next stage is were I´m asked to enter my production key.

I do this - but the system kickes back and says it´s an invalid - try again and contact customer support if the problem remains. 

(When I do the same thing with Illustrator it sais the password is already in use but in PS that it's invalid) 

Any helt is HIGHLY appreciated!

Kind Regards//Stefan

[kglad]

the exact error message after entering your 24 digit serial number is critical.  if the the error was invalid serial number:

either the number (6 groups of 4 numbers) was entered incorrectly, or the serial number doesn't match the installation file.  

[stefan_sweden]

Hi again,

I have the original box with serial number to read from and I also have the same licensed Photoshop working in my stationary computer with the very same serial number (the one of two leagal use of the licence) is working. It displays the same serial number (all but not the first 4) in the "show info"  window. I hade doubble and tripple-checked this - it is my licensed number I am entering.

[kglad]

then try using a different updated non-opera browser to start the sign-in/serial number entry.

p.s. beware of scammers contacting you outside this thread.

[stefan_sweden]

I need to log out soon but will try this later. But as quick reply - I thought my problem is that the Adobe license-system thinks my new replacement computer for the one that died is a third unut to the same license?

And this is what my problem is? 

I had the same issue with Microsoft for Office and this was the explanation I got from them why my licens number was not accepted. They sent me a new functional license key and now it's working again. 

[kglad]

if that were the problem you would see a different error message regarding: excess activation count.  we haven't gotten far enough to encounter that (if your ps is already activated on two computers).

[stefan_sweden]

Hi again,

Now I have tried to register my Photoshop product key after logging in to my Adobe account with several web-readers and different units and it says "this serial number is alrady in use".

[kglad]

registration is unimportant.  the only benefit would be if you needed the installation file.

[stefan_sweden]

Then I must of misunderstood you and logging in from another web-reader. 

Adobe opens its own windows and I have not thought this has anything to do with web-readers (?).

[kglad]

the post here that i see mentioning registration is Jeffrey A Wright's post where he thinks you want an installation file.

and i know what a web reader is, but i think you mean you tried a different browser to enter your serial number.  that would be a good thing to try.  using a mobile phone's browser (with wifi disabled) is the most likely to make a difference for most adobe web related problems, but in the case of an invalid serial number message, i don't think it will help.

[stefan_sweden]

This was actually what I did - I logged in from my phone with the latest software and then tried to regester my existing licens key serial number but I still get the same error-message abot my serial number already in use.

Microsoft fixed the same problem directley when I contacted them and it would feel nice if Adobe had the same ambiution to help an existing customer since 1987 even if its an old CS6-license....

[Jeffrey_A_Wright]

Stefan, the serial number in use error occurs because the software is registered under a different account. You will need to either regain access to that account or, if it is a transferrable license, request that it be transferred to your current account. Please look at my previous posts for links to the necessary documentation. ^JW

[stefan_sweden]

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.

[Jeffrey_A_Wright]

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

[stefan_sweden]

Jeffrey,

It´s not an educational license. I have been a professional user since 1987 as magazine photographer but I am forced in to - a little earler than planned - retirement as magazines are shut down one by one. I just wish to be able to open my old PSD-files and am happy with the CS6 version for this. //Stefan

[Jeffrey_A_Wright]

Great, Stefan, then please complete the steps listed in https://adobe.ly/3R95xUM to request the license for the Creative Suite 6 be transferred to the account you have access to.

I would recommend you bookmark this public discussion, as all the information you need to use Creative Suite 6 in 2025, has been shared in previous responses, Stefan. ^JW

[stefan_sweden]

I’m still struggeling.

As I cannot register my license when the system says my license number is already in use (by myself with another email that no longer exist) I cannot open a new support request (as I don’t have any registred licenses) so I end up in a Moment 22 loop. 

I tried to fax in my licence transfer form as there were fax numbers on the form but that didn’t work ether. So I cannot upload this transfer form PDF and i cannot fax it - what do I do? 

The chat-robot doesn't understand what I am trying to get help with. I am really disappointed with Adobe lack of functional comunication besides you (!). 

[Nancy OShea]

Registering ownership is a one-time thing after purchase.  You do not need to register ownership again. 

To use the software, you must be able to ACTIVATE your license. If you've used the two activations that came with your license, you're out of luck.  Nobody can help you.