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Photoshop elements 14. Lost access to old computer. Customer care asked me to post here.

New Here ,
Aug 18, 2020

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Installing Photoshop Elements 14 from DVD (purchased) 2016.
Msg received:
App installed on too many computers
Have you lost access to your previous computer?

If you cannot access the previous computer on which you installed the app—whether it was stolen, was lost, crashed, or locked—you need to contact us by chat or phone. To ensure a quick resolution, be sure to have any purchase-related information ready.

I tried to contact Adobe to deactivate the app, but the license was too old and not supportet by chat or phone.

How to deactivate it on the old computer, to get it activate on the new one?

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Photoshop elements 14. Lost access to old computer. Customer care asked me to post here.

New Here ,
Aug 18, 2020

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Installing Photoshop Elements 14 from DVD (purchased) 2016.
Msg received:
App installed on too many computers
Have you lost access to your previous computer?

If you cannot access the previous computer on which you installed the app—whether it was stolen, was lost, crashed, or locked—you need to contact us by chat or phone. To ensure a quick resolution, be sure to have any purchase-related information ready.

I tried to contact Adobe to deactivate the app, but the license was too old and not supportet by chat or phone.

How to deactivate it on the old computer, to get it activate on the new one?

TOPICS
Problem or error

Views

76

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Aug 18, 2020 0
Adobe Community Professional ,
Aug 19, 2020

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If you have access to your old computer, go to the Help menu and use the Sign Out command.

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Aug 19, 2020 0
New Here ,
Aug 19, 2020

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Unfortunately the two laptops I had them installed on are both toast now. So no access now.

 

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Aug 19, 2020 0
New Here ,
Aug 26, 2020

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Essentially I was told the version was unsupported by Adobe and I had to upgrade to PSE 2020 with new licensing

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Aug 26, 2020 0
Adobe Community Professional ,
Aug 26, 2020

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Try again and insist that it's not a case of "support", it's a case of licensing where they have to deactivate a no longer working computer. It's a very common situation where they have to remove the link between a license key and a given computer. That happened to me and they solved the issue  immediately.

If they still send you to this forum, tell them we'll report their behaviour to the Customer Care services; unfortunately we have to complain too frequently for that motive. Be sure to insist and to ask to be transferred to the correct Adobe licensing service.

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Aug 26, 2020 0
Most Valuable Participant ,
Aug 26, 2020

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Try again and do not tell them the product or version unless asked; start by saying you need an "Activation Count Reset". Use those EXACT words. This is the ONLY thing they can do for old apps, but if you give them the chance they will send you here, where nobody can help. Be insistent, tell them the forum said they cannot do activaction count resets, and that customer service can do them.

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Aug 26, 2020 0