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Unable To Deactivate Computer

Community Beginner ,
Jan 20, 2024 Jan 20, 2024

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So I have a paid version of Adobe Elements 14 on WIndows that i've had for years.

 

I've installed and re-installed a few times over the last few years no issues

 

My hard drive got replaced recently, new disk cloned from previous

 

When I launch PS14 now it closes down straight away.

 

Uninstalled PS14

 

Downloaded PS14 as usual from Adobe, when I try and enter my license key I get the error that serial number in use by max allowed computers and to deactivate.

 

If I look at active devices in my Adobe account online there are zero listed.

 

Unable to contact support because the stupid chatbot only lets you speak to a human if you're on some paid subscription.

 

Utterly not impressed. Bought this years ago, do not want to have to pay for any fancy new upgrade and Adobe are restraining me from using it on my computer legitimately.

 

ANy clues?

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Community Expert ,
Jan 20, 2024 Jan 20, 2024

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Please go to Adobe Customer Service and only ask to have your activations reset (Make sure to sign in to your Adobe account first and allow popups and cookies on 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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Community Beginner ,
Jan 22, 2024 Jan 22, 2024

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The online chatbot still won't allow redirection to an Agent unless you have an active Adobe paid subscription. As I bought this as a one time purchase 7 years ago I don't have that.

 

However, I did eventually manage to get to a call centre from the UK on 0800-028-0148 where I was able to get the Activation count reset and I can now use the product!

 

Thanks for your help.

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Community Expert ,
Jan 20, 2024 Jan 20, 2024

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I've moved this from the Photoshop forum to the Download and Install forum.

Note that Photoshop is a different program than Photoshop Elements.

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