Participant

Question

I paid for Elements 2020 Cannot Launch

Forum|Forum|4 years ago
November 3, 2021
7 replies
339 views

Hello,

This is infuriating. I paid for Elements 2020. I have the serial number and purchase code and when attempting to launch the app I get an error message. I cannot even type in a number to commence the process. I paid and cannot use it. That is highway robbery.

I can't even connec with customer service!!!

This topic has been closed for replies.

Greg_S.

Community Expert

I can't help you any further with a Mac. I suggest you reach out to Adobe Support with the information I provided earlier.

D

defaultb13mf9skz6fo

Participating Frequently

Guess what???? It had nothing to do with Adobe...I am using an AZERTY keyboard and had to change to QWERTY to recognize the numbers. I inadvertantly was typing in gibberish. Problem solved by Adobe Hotline.

Thanks for all of your help!

Greg_S.

Community Expert

I just noticed that you are on a Mac. What OS are you using?

D

defaultb13mf9skz6fo

Participating Frequently

Catalina 10.15.7

Greg_S.

Community Expert

. . . and one other thought: If you already have a serial number, you don't need to use the redemption code to install the program. You must use the serial number that you already have.

D

defaultb13mf9skz6fo

Participating Frequently

I tried to and the moment I start the first digit, the screen shakes and doesn't allow me to do so.

Greg_S.

Community Expert

. . . and if you did make a purchase from Adobe, do you have more than one account (email address) that you have used?

D

defaultb13mf9skz6fo

Participating Frequently

Yes, in fact once changed to the other one, things seemed to be going fine and when I reuploaded the app and when through the process of attempting to launch the program, it didn't allow me to continue adding the serial number.

Greg_S.

Community Expert

This is a user to user forum. I have removed the codes you inserted in your post and hope that nobody else has stolen them.

You have not answered where you made your purchase from.

Have you previously installed and registered the program? If so, follow this link to your Adobe account and see whether the program shows up under your account.

You haven't told us why you can't contact Elements support. If you are in the U.S., you can start a chat session by clicking on the blue Contact Us button under the Help and Support menu at Adobe.com. Or you can contact Support by telephone using the numbers listed here: https://helpx.adobe.com/contact/phone.html.

D

defaultb13mf9skz6fo

Participating Frequently

I purchased from Adobe

Greg_S.

Community Expert

Where did you purchase Elements 2020 from? If your purchase was made recently, I have to assume that you did not purchase from Adobe, and it sounds like you have been scammed since you have been given a redemption code that has been used by another account. If that is the case, it is indeed (digital) highway robbery.

D

defaultb13mf9skz6fo

Participating Frequently

Not at all… here is my info:

Adobe Elements 2020

Purchase Code

Personal information removed by Moderator

B

benjamink37753079Author

Participant

PS...I also got this message after putting in the redemption code: "Oops! This code has already been redeemed using a different Adobe ID."

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