Valid Serial Number, but Wrong Product?

[maplewick]

After an hour long chat with a technical support person yesterday I am still not any closer to fixing this problem. Can someone here please point me in the right direction?

I have a valid serial number for Design and Web Premium Pro CS6. Because of a hard drive problem I had to download and reinstall, which I did without any problem, but when I was prompted for my serial number I got this error:

The pull down menu you see here does not include Design and Web Premium Pro, so the activation stalls at that point. I double checked my account page to make sure I had the right product name and serial number, and I do.

The technical support person told me to download CS6 again, and I did that -- I downloaded the Design and Web Premium Pro package, and then the same problem popped up. Any thoughts on how to resolve this would be very much appreciated. Thank you.

[Ned Murphy · Accepted solution]

The list that you are asked to select from is presenting the older versions that your upgrade purchase is valid for.  YOu need to select the older version and provide its serial number as proof that you qualify to use the upgrade.

Error "This serial number is not for a qualifying product" | CS6, CS5.5, CS5

http://helpx.adobe.com/creative-suite/kb/error-serial-number-qualifying-product.html

[John Waller]

I got this error:

It's not an error message.

You've entered an upgrade serial number for Design and Web Premium Pro CS6.

The installer is asking you to verify that you're eligible to use the upgrade serial number by asking you to enter a valid serial number for an earlier qualifying version (any of those listed in the dropdown menu).

If you don't have a serial number for an earlier qualifying version then you're not eligible to use the upgrade serial number.

[maplewick]

I do have a 5.5 license, and your explanation makes complete sense. This information should have been included on the screen where they asked for the serial number, it would have saved me a lot of time.

Thanks.

[maplewick]

I do have a serial number for 5.5, but when I try to use it I get an 'invalid serial number' message. Does this mean I have to download 5.5, register it, and then download 6.0 (for the third time in three days, mind you), and register that? Because my internet connection isn't all that speedy, and this strikes me as an undue burden on the purchaser.

... update: I went to look for a download link for Adobe Design Premium 5.5, but there isn't one that I can find. So I can't register 5.5 if I can't download it, and I can't register 6.0 without 5.5 in place. Is that right? In other words, I'm out of luck.

[John Waller]

There's no reason to re-install CS5.5. CS6 does not require it.

There seems to be an issue with your CS5.5 serial number since it's not being accepted.

[maplewick]

Okay, but I got the 5.5 serial number from the 'manage my account' list of purchased products. Any suggestions on where to go from here?

[John Waller]

Your CS5.5 serial is definitely for Design Premium CS5.5?

If yes then you'll have to contact Adobe to straighten it out

[maplewick]

with the serial number redacted:

I would love to get in touch with Adobe, but every time I try to start the process I end up at the same place: here, on the forum. Can you point me to a phone number? Because I'm getting dizzy on this carousel. And thanks for your help, I'm happy if I've finally explained the situation well enough to make somebody see the problem.