I paid for Elements 2020 Cannot Launch

New Here ,
Nov 03, 2021 Nov 03, 2021

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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!!!

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Download and install, Mac, Problem or error

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New Here ,
Nov 03, 2021 Nov 03, 2021

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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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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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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.

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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Not at all… here is my info:

 
Adobe Elements 2020
 
Purchase Code
Personal information removed by Moderator
 
 

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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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.

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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I purchased from Adobe

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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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.

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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.  . . 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.

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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Catalina 10.15.7

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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Screenshot 2021-11-03 at 21.58.55.png

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Adobe Community Professional ,
Nov 03, 2021 Nov 03, 2021

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

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Community Beginner ,
Nov 03, 2021 Nov 03, 2021

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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!

 

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