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Installed Elements on new computer and licence not being accepted.

Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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Hi,

 

I have purchased and installed Photoshop Elements successfully on a previous computer.

That computer died and so have gone to install it on a new computer.

I get the message that "the serial number is already in use."

I have gone onto my account on Adobe.com, can see the software and licence registered there.

I have also checked under activated devices and there are no devices shown under here.

 

So as far as I can see I have genuine software, have used it successfully in the past, no activated devices yet it's not being accepted.

 

Any help very much appreciated.

 

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Problem or error , Windows

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correct answers 1 Correct answer

Community Expert , Nov 02, 2022 Nov 02, 2022

Call them and be persistent. If the functionary that answers will not help, hang up and call again to talk to someone else. Again, point out that you don't need support for use of the software, just with installation/activation. 

 

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Community Expert ,
Nov 02, 2022 Nov 02, 2022

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You need to contact Adobe directly. I suggest that you call @ 1-800-833-6687. Explain to the agent that you do not need help with use of the software, just with activation. If you prefer, you can engage in a chat session via Adobe's website.

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Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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Hi,

I tried the chat first they said the serial number should work and reinstall the sofware which I did.

They then said they didn't support it anymore and to go to the community forum.

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Community Expert ,
Nov 02, 2022 Nov 02, 2022

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Call them and be persistent. If the functionary that answers will not help, hang up and call again to talk to someone else. Again, point out that you don't need support for use of the software, just with installation/activation. 

 

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Community Expert ,
Nov 02, 2022 Nov 02, 2022

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. . .  or ask for a supervisor.

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Adobe Employee ,
Nov 16, 2022 Nov 16, 2022

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Hi,

 

Could you please ask the support team to help you with the deactivation of application that was installed on your previous machine. They should be able to help you with the deactivation and then try again.

 

Regards,

Vipin

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LEGEND ,
Nov 17, 2022 Nov 17, 2022

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Try saying you need an "activation count reset". Those exact words. Focus on these words, only tell them other info (like product name) if you are asked. This approach has worked for many people who found Adobe staff were not trained or motivated to help.

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New Here ,
Nov 17, 2022 Nov 17, 2022

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LATEST

Adobe blocks serial numbers that have not been issued by Adobe, or have been used fraudulently by unauthorized sellers to produce counterfeit software. Unfortunately, you may only know the serial number has been blocked for this reason when re-activating or reinstalling Adobe software. 

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