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False claim by Adobe that my license is not genuine

Explorer ,
Dec 08, 2023 Dec 08, 2023

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11 years ago I purchased a license for CS6 production plan.

 

5 days ago adobe started to pop-up windows saying that my license is not genuine, and that I'll not be able to use it after 10 days. They want me to buy  the last version.

 

Any idea what can I do?

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Adobe
Community Expert ,
Dec 08, 2023 Dec 08, 2023

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For assistance with your license issue, please contact customer care. This forum is mainly for user-to-user support and feedback. We hope you can resolve your problem soon.

https://helpx.adobe.com/contact.html

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Explorer ,
Dec 08, 2023 Dec 08, 2023

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I contacted, chated with somebody located in India (who was very polited and willing to help) and as I said Adobe suggested me me to pay again for the last version.

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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Did they confirm that your serial number is legitimate? This is straightforward to get an answer to.

 

If not, the question is where you bought the original license. The market has always been flooded with illegal licenses from a multitude of seemingly reliable sources.

 

It can take a long time before these illegal licenses are flagged. Adobe has no way to actively search for them while they are in normal use, until a reactivation is required.

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Explorer ,
Dec 09, 2023 Dec 09, 2023

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They say that it is not legitimate. I bought it from a reliable source.

In these 11 years I've twice switched to new PCs and reinstalled CS6, with
the serial number I have.

Somebody from India chatted with me and he immediately claimed that the
number is illegal and suggested that I buy a new license.

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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@David Averbuch "I bought it from a reliable source" more than likely you where unknowingly part of the volume license swindle which was doing the rounds back in the day, it was illegal for software vendors to sell such licences

https://prodesigntools.com/dont-buy-adobe-software-on-ebay-craigslist-or-amazon-marketplace.html

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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Who was the original seller? 

Can you try contacting them? 

 

As an aside: Are you sure the CS6 applications would work with your new OS/hardware if the license issue was resolved? 

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Explorer ,
Dec 09, 2023 Dec 09, 2023

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The original seller was https://www.softense.co.il/?lang=en

They do not reply me.

I still use CS6 with my Windows 10, for a few days more.

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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quote

The original seller was https://www.softense.co.il/?lang=en


By @David Averbuch

 

Thy are not an authorized Adobe reseller:

https://adobe.my.salesforce-sites.com/PartnerSearch?lang=en

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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quote

he immediately claimed that the number is illegal and suggested that I buy a new license.

By @David Averbuch

 

This is disturbing and suspicious, as Adobe no longer sells licenses and CS6 is no longer for sale legally.

 

Creative Cloud has been subscription only since 2013. How did you make the contact? Be sure to use the links already given in this thread when you contact them again.

 

Jane

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Community Expert ,
Dec 09, 2023 Dec 09, 2023

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@David Averbuch wrote: Any idea what can I do?

 

The volunteers on these forums cannot see your billing information and cannot override Adobe's decisions. You have to contact Adobe Customer Care. This time get a case number at the start of the call, then ask for Tier 2 support.

 

As others have said, if you did not purchase from Adobe, you may have unknowingly purchased a pirated version that was just detected.


Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent" 

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

 

Jane

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Explorer ,
Dec 09, 2023 Dec 09, 2023

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adobe agent.jpgI will try tomorrow tier 2. Thought they work 24/7. 

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Explorer ,
Dec 16, 2023 Dec 16, 2023

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I am sure that 11 years ago the company that sold me the license was an agent of Adobe. Now they are not.

 

Anyhow I purchased the photography package. 

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Community Expert ,
Dec 16, 2023 Dec 16, 2023

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@David Averbuch 

 

Again:

  • no one on this forum can see your billing details
    and
  • no one on this forum can override Adobe.

 

The only thing you can do is to contact Adobe Customer Care. See the directions in the post above.

 

Jane

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