Serial Number Rejected

[AK-CM]

Hi. Just purchased PSE from Adobe site. Downloaded and installed. Upon entering serial number supplied by Adobe it says its invalid! We checked and rechecked. Makes no sense. Any thoughts anyone ... ! Thank you.

AK-CM

[hatstead]

Are you sure that this is not a redemption code series of digits?

[AK-CM]

Hi Thanks for your reply. It's a 24 digit series of numbers, 4 digits and
a dash 6 times. In our account it is under the heading Serial Numbers. So I
have to assume its correct. So am really puzzled. Shall try and contact
Adobe Customer Service tomorrow Monday. But even that is a challenge. I
have tried and searched to find a number / contact form in the account and
on the help section. But cannot see anything. Thanks again for your advice.

[AK-CM]

Hi Thanks for your reply. It's a 24 digit series of numbers, 4 digits and a dash 6 times. In our account it is under the heading Serial Numbers. So I have to assume its correct. So am really puzzled. Shall try and contact Adobe Customer Service tomorrow Monday. But even that is a challenge. I have tried and searched to find a number / contact form in the account and on the help section. But cannot see anything. Thanks again for your advice.

[hatstead · Accepted solution]

Here are support phone numbers by region:

Reach us by phone (adobe.com)

On this page, click on "Contact us" at the bottom to initiate a chat session:

Adobe Photoshop Elements Learn & Support

[Test Screen Name]

Check that you purchased the right platform (Mac or Windows). You can't buy one, then run the other.

[Phil Pickering]

@Test Screen Name Elements products downloaded from Adobe are cross-platform licenses now - the same serial number is used for both platforms 🙂

See my post here:

https://community.adobe.com/t5/photoshop-elements/elements-15-from-windows-to-mac/m-p/12002525#M6930...

[AK-CM]

Thanks so much for these numbers. Much appreciated. Also for the 'chat' link. I guess this one only works weekdays. 

[AK-CM]

Yes. In the account there is one Serial Number and the option to download for either Mac or Windows. I'm using a Mac. Thanks for all the suggestions and support. Appreciated.

[hatstead]

You're welcome. Hope that the issue will be resolved.

[Phil Pickering]

Sorry if this is a dumb question, but did you buy the Elements bundle (Photoshop Elements and Premiere Elements)?

If so, you have two serial numbers: the one beginning with 1057 is for Photoshop Elements and the one beginning with 1143 is for Premiere Elements.

[AK-CM]

Thanks for this. I did not buy the bundle, only Photoshop Elements. But appreciate your consideration and question. 

[Glenn 8675309]

Did you copy and paste, or did you manually enter the registration #?  5's could like like the letter S and zero's could look like the letter O--- just an idea  (it'a all numbers by the way).  

[AK-CM]

Just to let you all know regarding the outcome of this issue and Adobe's solution. The Adobe support person requested access to my computer to figure out what was going wrong. This made me nervous. But I did allow access.  Did I have a choice! They then talked me through what they were doing. They identified a support file / document that listed what they called 'licence blockers?' They modified this document and the serial number then worked. I 'naively' asked what and where this 'blockers' list came from and they said maybe via a previous user of the Mac. That's possible I thought, it's been with us 5 years and several different people have used it etc. So problem solved. Elements now works. The last version I used was version 10. I look forward to exploring this 2021 version. Thank you all for your support, suggestions and advice. Appreciated.