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Known Participant
June 23, 2024
Question

Serial number "revoked" due to piracy, despite the fact I bought directly from Adobe

  • June 23, 2024
  • 2 replies
  • 1731 views

I am frustrated beyond belief!

 

I purchased a PERPETUAL license of Adobe CS6.0 Master Collection back when it was first released. I purchased directly from the Adobe web site.

 

I needed to install it on my Windows 10 machine and was getting errors telling me to update my browser, despite everything being up to date. I then attempted an offline activation due to these errors, and it was then I found out my serial number had been revoked due to piracy. I tried to get help in the online chat, but nobody is available to help me on the weekend.

 

This is beyond frustrating, I use these programs for my work, and I guard my serial numbers with my life. I have no interest in giving more money to Adobe and upgrading to CC if this is how they treat their paying customers. I am expecting a call back Monday morning, but the fact I'm in this situation has me very stressed out as I rely on these programs for my livelihood. The accusation of "piracy" hurts because I always buy my software and bought these programs directly from Adobe (they should be able to see the purchase - I can see it when I log in!) for a small fortune at the time. Again, please spare me the "this program is old, just update and spend more money!" because I bought this PERPETUAL license for a reason and cannot justify the subscription price of the current suite.

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2 replies

Peru Bob
Community Expert
Community Expert
June 23, 2024

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies in your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or X (was Twitter):
https://twitter.com/adobecare

Known Participant
June 24, 2024

I got an absolutely disgraceful response from a chat agent asking me to wait 4-7 business days and offering no other solutions. What am I meant to do in the meantime? I rely on these programs for work. This has me extremely stressed out. I can't believe Adobe does this to paying customers! It's the second time they've done this to me.

Nancy OShea
Community Expert
Community Expert
June 25, 2024

They gave the same reason the first time


quote

I got an absolutely disgraceful response from a chat agent asking me to wait 4-7 business days and offering no other solutions.

 

By @Jackiejack85

============

Given that CS6 is unsupported, I'm really surprised Adobe agents were willing to chat with you at all!  Normally they can't. Any response is better than no response. I think you should grateful for that much courtesy.

 

Now that you have an active Case Number, you must follow-up through customer support portal below.

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

Fellow product users (subscribers) can't help with a CS6 license problem. That goes beyond the scope of what this user-to-user community can help you with. Sorry.

 

Good luck.

 

Nancy O'Shea— Product User & Community Expert