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No help with install, can I get a refund?

New Here ,
Oct 15, 2021 Oct 15, 2021

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I have been trying to install my fully-paid Photoshop Elements 2021 for 2 days.  Text help was inable to help and now won't respond.  Is there a way to receive a refund from Adobe since this product is now unusable?

 

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Adobe Employee ,
Oct 15, 2021 Oct 15, 2021

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Pea_Oui, sorry you were unable to install Photoshop Elements 2021. You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html if you would like to request a refund.

 

I would also recommend reviewing and bookmarking https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html, which provides information on how you can review and update your recent support cases.

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Adobe Community Professional ,
Oct 15, 2021 Oct 15, 2021

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Does your system meet the min-requirements to run PSE 2021?

https://helpx.adobe.com/photoshop-elements/system-requirements.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Oct 16, 2021 Oct 16, 2021

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Do you get any error messages? If yes, please post the exact message.

Which operating system do you use?

 

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New Here ,
Oct 16, 2021 Oct 16, 2021

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No error message. After I enter my name and password it just shakes.
I use Mac OS Big Sur, v 11.3

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Adobe Community Professional ,
Oct 16, 2021 Oct 16, 2021

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That shaking dialogue box is your Mac operating system asking for your local administrator username and password - usually the one you use to log in to your Mac - in order to continue the installation of the software. Nothing to do with Adobe.

 

I suspect that you are entering your Adobe ID and password which is not what your operating system is asking for, hence the box is shaking.

 

On a separate note, it's also time to update Big Sur. The current version is 11.6.

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