Sign in Error

[Michael33247611bv2v]

I bought the software from Amazon and entered in the code to be able to access the .exe download. But, when I go to run it, I get Sign-in Error, Sign in failed. Please retry to load sign-in window again. 

I am signed in to ADOBE's website, what am I supposed to do now?

[Greg_S.]

You probably received a redemption code from Amazon, not the serial number.  Look at this HelpX article which should explain how to resolve your issue.

[Michael33247611bv2v]

I have a serial number from Adobe as well. Still won't work

[Peru Bob]

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or X (was Twitter):
https://twitter.com/AdobeCare

[Michael33247611bv2v]

None of those solutions work

[Peru Bob]

What happened when you contacted Adobe Customer Service?

[Michael33247611bv2v]

they aren't available after hours

[Michael33247611bv2v]

I have let three different agents control my computer, reset router, cleaned cache, tried different browsers, downloaded Log Collecter, reset router, used wifi, used ethernet cable, it got a little further, but acts like I'm not connected to the internet even though I am logged into Adobe's Website and show a good connection and ran a speed test just to double check and my computer's connection is fine.

[Glenn 8675309]

Using things like VPN's can cause your issues.

[Michael33247611bv2v · Accepted solution]

I don't have a VPN, but the fourth agent took control of my computer for about 45 minutes and figured it out. It was some conflict with Windows, I don't know exactly what. I was just glad they resolved it. Weird that the conflict didn't prevent any other program from working correctly.

[Anna34866640iloi]

Ugh, I wish you had specifics, because I'm having the same problem and don't think I have hours  of experimentation by various agents to figure it out.

[marko_2476]

Hello,

Did you manage to solve this? I am experiencing same problem right now. Thank you.

[Greg_S.]

@marko_2476 when people say they are experiencing the same problem as another user, it is rarely the same problem.  This thread is two years old and if you are talking about Elements 2025, it is definitely not the same issue.   I suggest you start a new discussion and tell us exactly what YOUR problem is with screenshots of any error message.   Do not include any personal information.