Photoshop Elements 2021 will not accept my serial number

New Here ,
Dec 03, 2020 Dec 03, 2020

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After trialing Photoshop Elements 2021, I decided to purchase a licence for my Macbook Pro. Groupon UK had an offer so purchased through them. I was sent a link that enabled me to obtain a Redemption Code. This I entered at Adobe to gain the Serial number. I entered serial number and got a notification saying it was not valid. I downloaded new Elements 2021, entered serial number again, and still go a non-valid notification. I checked with Adobe and they confirm serial number is valid. I have spent the entire day on the Adobe Chat Helpdesk. They even had remote access to my screen. Despite loads of subsequent downloads and the fact that the help desk confirmed my serial number is correctly registered in my name, it seems impossible to use it to activate PS Elements 2021 (Eng). The HelpDesk assistant just gave up and left the room without explanation. Help what do I do? Could it be Adobe issued the wrong Serial Number for the language version (ENG) I am using? 

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Adobe Employee ,
Dec 03, 2020 Dec 03, 2020

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David, can you please update this public forum discussion with the case number for the interaction you are referencing?  Please see https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for information on how you can locate and update your recent support cases.

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New Here ,
Dec 03, 2020 Dec 03, 2020

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Jeff, p[er your request: My discussions with Adobe HelpDesk were coded as: Case Numbers: ADB-16722002-Y2T1 and ADB-16747640-X2R1

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Adobe Employee ,
Dec 03, 2020 Dec 03, 2020

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Thanks, David, I am showing that both cases were resolved and the most recent case, ADB-16747640-X2R1, the serial number was registered under your account.

 

Try using a newly created local Administrator account to try the installation again. If you continue to encounter problems then begin a new chat session at https://helpx.adobe.com/contact.html with the current error you are encountering. You can also use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make any updates if you need to start a new support case.

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New Here ,
Dec 03, 2020 Dec 03, 2020

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Hi Jeff, neither case was resolved. First one just asked me to download a new version and left the discussion. Second one left the discussion without notice when he had failed to resolve my issue - apart from another link to helpdesk!!

 

Tomorrow I will do as you suggest and open another named adminstrator account on my Mac, and see what happens.

 

Thanks

 

David

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Adobe Employee ,
Dec 04, 2020 Dec 04, 2020

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David, you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to provide additional comments on the case.  The two support cases have been resolved, so please begin a new interaction at https://helpx.adobe.com/contact.html and use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to provide any additional feedback for the new case.

 

Invalid serial numbers are scarce with the newer licensing technology we have been using since Elements 2019. I would also recommend you verify that you have full access to the computer and that no security software is blocking or modifying the computer's security certificates. 

 

To John's point, you can also use the process in https://helpx.adobe.com/download-install/kb/find-serial-number.html to verify that you are entering the serial number as opposed to the redemption code. Instead of a serial number, entering a redemption code has been a common point of confusion for many customers.

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Adobe Community Professional ,
Dec 03, 2020 Dec 03, 2020

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This is probably a wild idea that is wrong... but could you have received a Premiere Elements redemption code and serial number?

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