Serial number issue

[ta25797977]

Hello,

I have the Adobe Creative Standard Suite Cs6 disc. My company got new laptops some months ago but we did not deactivate from inside the program before replacing hardware. I was told by a rep that I needed to contact Adobe to reset the activation count, which was done for me about a month ago.

We're attempting to add another user under the account since we are allowed two, but we're now having the same issue all over again.

Can you help? Would it help if i provided the old case number? Thank you!

[kglad]

contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

[moved from Adobe Creative Cloud to Downloading, Installing, Setting Up]

[ta25797977]

I can't speak to a representative now? I thought business hours were 24 hours

[ta25797977]

This is a reoccurring issue, I can provide the case number to expedite this process

[John T Smith]

>attempting to add another user under the account since we are allowed two

No... the owner is allowed to install and activate on 2 computers... you are not allowed to share one license between 2 people

[ta25797977]

My apologies if I wasn’t clear in my last message. I don’t want to share one license between 2 people, I’d like to install and activate on 2 computers. We currently only have the software installed on one computer.

Thanks

[kglad]

check message 1 to contact an adobe representative.

these are public forums.

[ta25797977]

I’d like to install and activate on 2 computers. We currently only have the software installed on one computer but we’re having issues installing on another. Can you help?

Thanks

[kglad]

if you see an activation count error message, you need to contact adobe support and request an activation count reset.

if you see some other problem, what is it?

[ta25797977]

I used the link you've provided and it still brought me back here.

[ta25797977]

I’d like to install and activate on 2 computers. We currently only have the software installed on one computer but we’re having issues installing on another. Can you help?

[kglad]

no, only adobe support can help you with an activation count reset and the only way to contact is via chat.

try a different browser and/or clear your adobe.com cookies and make sure you use a browser that allows popups and cookies.

[ta25797977]

Would you mind sending the link to the chat again? I've attempted to do what you said but it still brings me back to the forums. Thanks.

[thatsmauri]

Hi ta25797977,

here's the link. Click on the blue button labeled "Still need help? Contact us." and choose Chat.

https://helpx.adobe.com/contact.html?step=CCSN_downloading-installing-setting-up_licensing-activatio...

(Chat option not available? It only shows up when an Agent is actually available for help. Please wait a few minutes and try again.)

Kind Regards,
Maurice

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[ta25797977]

Please see attached. I’ve attempted to do this numerous times already. The chat option isn’t coming up, only phone and forums.

Thanks.

[kglad]

the link in message 1 hasn't changed, https://helpx.adobe.com/contact.html

[ta25797977]

Can you help guide me to the chat because your link keeps taking me to the forums. Thank you.

[kglad]

when i click that link i see this:

i scroll to:

click one and see:

click downloading,installing,setting up and see:

click licensing and activation and see:

click still need help and enter the chat queue.

[ta25797977]

Thanks for your feedback. Unfortunately, I’m still having the same issue. Please see attached.

[kglad]

you can't attach anything to adobe forum messages.

[ta25797977]

Ok. What about my existing issue? Is there a link you can send me that can take me straight to the chat?

[kglad · Accepted solution]

probably not, but you can try: Contact Customer Care