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

New Here ,
Jun 23, 2024 Jun 23, 2024

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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 I then attempted an offline activation due to these errors, and it was then I found out my serial number had been revoked due to piracy.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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Activation , Installation

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Community Expert ,
Jun 23, 2024 Jun 23, 2024

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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

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New Here ,
Jun 23, 2024 Jun 23, 2024

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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.

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Community Expert ,
Jun 24, 2024 Jun 24, 2024

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why was your serial number revoked the first time?  did they say?

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New Here ,
Jun 24, 2024 Jun 24, 2024

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They gave the same reason the first time

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Community Expert ,
Jun 24, 2024 Jun 24, 2024

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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 & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jun 24, 2024 Jun 24, 2024

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Excuse me?? All of your replies are so mean, unnecessary and spiteful!! Adobe absolutely should be helping customers who bought a perpetual license. It's called PERPETUAL for a reason. You're saying I should be grateful for them revoking my license? Do you hear yourself? I'm sorry, not all of us are swimming in money. And why on earth would I want to give a company more money if this is how they treat their customers? I buy all my software legally and only Adobe seems to revoke serials like this. I can't believe how vindictive and cruel your responses are! To people who have handed over thousands of dollars to Adobe.

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Community Expert ,
Jun 24, 2024 Jun 24, 2024

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they gave the same reason as what?

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New Here ,
Jun 25, 2024 Jun 25, 2024

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The same "piracy" line they give, which is impossible because I bought directly from the Adobe web site. Their first reply when my original serial was revoked was something along the lines of "I'm sorry, your serial is not genuine"... umm... It is genuine, pull up my purchase history and you should see that! I'm convinced that revoking perpetual serials is a ploy to move us on to the subscription model. I am stilk waiting for a new serial or for it to be reinstated. I've posted to Adobe's X account, contacted the staff on Facebook, but I've had no luck in getting this resolved yet. Is there a staff member I can contact on here or tag because I'm at my witts end and this is causing me unimaginable anxiety! I need my programs for my livelihood, I tried explaining this in the Adobe chat support but they don't seem to care and are not sympathetic. I'm absolutely desperate. Its not right that Adobe is doing this to me, and responses like the one above telling me I "should be grateful" are unhelpful and cruel. It's as if I bought a car and the dealership broke in to my garage and stole it back, I feel robbed of the tools I need to make a living. Please help me, somebody.

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Community Expert ,
Jun 26, 2024 Jun 26, 2024

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the first time adobe support said the serial number was revoked.  did adobe support "unrevoke" that serial number?

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New Here ,
Jun 26, 2024 Jun 26, 2024

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The first time Adobe revoked my serial number was in 2018. They issued me a new serial number. Now that reissued serial number has been revoked.

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Community Expert ,
Jun 23, 2024 Jun 23, 2024

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