Having redemption code issues

[Katerina342043070ndt]

So I recently purchased the new photoshop elements 2024 since i wanted to upgrade my old photoshop elements 2021. I have the program installed on my laptop and all i needed to do was to use my redemption code to get the serial number, but i was running into an issue. Everytime i try to put in the code it kept saying oops! this code dosent seem to be active. Now i thought that the person at the register forgot to scan the product over at Best Buy, so i went back and told them my issue. They got me a new photoshop elements 2024 product and i watch them scanned it before i went off. Try again, same issue like before. I look at every page in the adobe website to see if anything would help but nothing seemed to work. Went on Youtube to see if anyone solved the redemption code issue, which nobody did. I tried conntacting the virtual support which didnt help at all. I looked in every nook and cranny and came to a dead end. 4 hours later of trying to solve my issue. Now im not sure if its because i purchased elements 2021 two years ago or im being stupid and overlooking it. If anyone has the answer to my problem please let me know. Im new to the community so i hope you all have a nice day/evening!

[Greg_S. · Accepted solution]

Hi Katerina.  This is a user-to-user forum.  So there is not much we can do to help you with a redemption/serial number issue.  I assume that you have entered the redemption code on this webpage.  It would be helpful to know the exact error message that you receive when you enter the redemption code.

What happened when you contacted Adobe support?  You need to ask for an agent to help you, instead of the chat bot.  The fact that you have an earlier version of the program should make no difference if you purchased from a third party like Best Buy. 

My only other suggestion is that you contact BestBuy support.

[Katerina342043070ndt]

I took your word and got ahold of an agent and they helped me with the redemption code to get the serial number. Thank you for the help!

[Greg_S.]

Thanks for letting us know it worked out for you.

[ANDREW34513020ad5p]

Katerina 

I am having exactly the same problem - photoshop elements 2024 purchased at best buy on dec 14.  How did you get to a real person at Adobe to help you? I can not get past their virual assistant - which is useless in this case...Thanks

[Matthew34523925qp56]

Exact same problem here.  Regular (not Student/Teacher version) Photoshop & Premiere purchased at Best Buy on 12/2/23 and when the redemption code on the card inside the box is entered at www.adobe.com/go/getserial the following error is returned:

Oops! This code doesn't seem to be active. Please contact the retailer you purchased the card from, or use a different code. For more information contact Customer Support and order by phone.

The product was in fact scanned at Best Buy and the 19 digit alpanumeric code on the outside of the back of the box does in fact appear on the Best Buy receipt.

There is no phone number on the Adobe website available for Redemption Code issues/problems.  If Katerina or Greg_S. has one I would love to have it.

[ANDREW34513020ad5p]

Matthew

I reached an Adobe Customer Service agent at 800-585-0774. The off-shore Help Desk was able to post the serial number on my Adobe account page, followed by an email with it directly to me. My software is up and running.

Andrew

[wilz345332182v4v]

I am having the same issue. Did you contact best buy support or adobe support? I did try talking to the auto box but as mentioned it is not helpful. Thank you to everyone who replied to Katrinas question. 

[ANDREW34513020ad5p]

Wilz

See my response to Mattew above. I hope this works for you as well.

Andrew

[Matthew34523925qp56 · Accepted solution]

Thanks for the response Andrew. 

I finally got through on the chat on the Adobe web site.  At the time I was logged in to the Adobe account I created so the chat person already knew my name and email address.  They asked for my Redemption Code and I waited a few minutes and the person came back with this response:

I have redeemed the code for you and received the serial key Sign in at https://account.adobe.com/products. In Registered products, note the serial number for your app. Please scroll down you will see the serial key for both premiere and photoshop 2024

I checked my account and voila the serial numbers were listed there!  If I had to guess, there may be some shenanigans going on with the Redemption Codes where people may be opening the boxes in the stores and copying the codes, I don't know.  It seems to me that Adobe has disabled the online use of the Redemption Codes and are making us call or use the chat to contact them so they can check whether the code has not been redeemed and is still valid, and then they can manually associate the code with the actual purchaser of the product.

Best wishes to all here that you have the same good luck I did.

[Johnny352270481dmr]

I have the same problem

[Greg_S.]

@Johnny352270481dmr if you have the same problem, you should apply the same answer.  Contact Adobe Support.