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Trying to re-open support ticket that was closed prematurely, revoked serial number

Community Beginner ,
Feb 23, 2024 Feb 23, 2024

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Hello,

 

I am hoping that someone can help me out. I had a support ticket open ADB-33066919-Y2Y5 regarding my desktop CS6 serial number showing revoked. At this time it now seems impossible to contact a person by phone or even the chat support.  In the email response regarding the ticket it said that my serial number was restored. When I tried the program and entered the serial it still said revoked. The fix did not work. I tried to reply to the email but received a response that the ticket was closed and the email account is not monitored.

 

I have had this software since 2012 and there never has been a problem until now. Over the years I would install it on a new computer and would recveive the message to deactivate my previous install. I would go to the old pc and deactivate.  No problems. I have always had the software installed on 2 of my personal devices as the licensing agreement states below.

 

2.1.3 Portable or Home Computer Use. Subject to the restrictions set forth in Section 2.1.4, the
primary user of the Computer on which the Software is installed under Section 2.1 (“Primary User”)
may install a second copy of the Software for his or her exclusive use on either a portable Computer
or a Computer located at his or her home, provided that the Software on the portable or home
Computer is not used at the same time as the Software on the primary Computer

 

Below is the email response I received from support. 

 

"Greetings from the Adobe Support! 

We would like to inform you that we have restored your Adobe Serial number and this serial number is only 1 user and 1 Machine.

Serial Number:[Removed by moderator]

Please note*: activating this product on multiple devices will block this product permanently.

Thanks for working with us, 

Adobe Customer Care"

As I mentioned the serial number is still showing revoked. The message also is in contradiction to the Adobe licensing agreement that allows for installation on 2 personal devices.

 

I am the legal owner of this software and would like the serial number to be fixed and not to be threatened that it will be permanently revoked. I have done nothing wrong and believe that there was a mixup regarding this as the original agent said that I cancelled the serial number. I have not cancelled my serial number and would never do that.

 

Sandra

 

 

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Community Expert ,
Feb 23, 2024 Feb 23, 2024

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

 

if that's bo help, you'll need to restart the contact process.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Beginner ,
Feb 23, 2024 Feb 23, 2024

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Thanks for the info. When I type agent it no longer works. I get this message To continue with agent assistance, please sign in with an active plan. I found no record of an active plan linked to ......

Looks like I may need to try twitter.

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Community Expert ,
Feb 23, 2024 Feb 23, 2024

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Since you posted your serial number on this public forum, you may not be able to activate it if someone tried to use it.

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Community Expert ,
Feb 23, 2024 Feb 23, 2024

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@Sandra318413140u8h 

 

you're welcome.  let us know the response from twitter/x

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Community Beginner ,
Feb 28, 2024 Feb 28, 2024

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This is the response that I got from support:

Hi there, unfortunately, we have started to phase out the CS6. You can go for the subscription model; please check out the plans here: https://adobe.ly/3OWgEjo or you can also reach out to our sales support on chat for more offers: https://adobe.ly/3TmOQrf Let us know if you have more questions. We're happy to assist. ^JT

This is actually illegal in Canada where I purchased this product. There is a big difference between discontinuing updates on a product versus revoking a purchased product. At this point I will be filing a complaint with the Consumer Protection Agency. What Adobe has done by taking back my purchase is illegal and immoral. I did not purchase a subscription but a product. As a longtime customer I am absolutely disappointed in Adobe and cannot believe what they have done.

 

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Community Expert ,
Feb 28, 2024 Feb 28, 2024

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there's nothing that can be done here then, especially because your serial number was revoked.  unkess that was an error, you did not have a legal license.

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Community Beginner ,
Feb 28, 2024 Feb 28, 2024

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I have always had a legal license with proof of purchase from Adobe. Yes, it was revoked in error. Support said they had re-instated the serial but it still showed up as revoked in the program.

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Community Expert ,
Feb 28, 2024 Feb 28, 2024

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you should recontact however/whoever you previously contacted that reinstated your serial number.

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