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Deactivating Premier Elements 13 to install on a new computer

New Here ,
Jun 13, 2020

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I have recently bought a new laptop and have installed PE13 on it. When I open up the program a message pops up informing me that my serial number is already in use by the maximum allowed computers and I need to deactivate the old computer to use this product again.  I have contacted the Adobe helpline twice and each time I have been transferred to a "specialist agent" and have been kept waiting for hours.  In the end, I give up and disconnect.  I am now waiting for the 3rd time for help and have been waiting for over 3 hours.  I need Adobe to deactivate this product from my old computers so that I can continue to use PE13.  Can anyone please help?

 

Adobe Community Professional
Correct answer by Steve Grisetti | Adobe Community Professional

Signing out of the product won't work on version 13. It's too old. You can try uninstalling version 13 from your old computer and see if that releases the product so you can install on a new computer.

 

Otherwise your only choice is to get on chat with Adobe Customer Care and have them re-activate your serial number.

 

Don't know why it's taking so long for you to reach them. They usually respond to chat very quickly. Have you tried to reach them on a weekday during business hours?

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Deactivating Premier Elements 13 to install on a new computer

New Here ,
Jun 13, 2020

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I have recently bought a new laptop and have installed PE13 on it. When I open up the program a message pops up informing me that my serial number is already in use by the maximum allowed computers and I need to deactivate the old computer to use this product again.  I have contacted the Adobe helpline twice and each time I have been transferred to a "specialist agent" and have been kept waiting for hours.  In the end, I give up and disconnect.  I am now waiting for the 3rd time for help and have been waiting for over 3 hours.  I need Adobe to deactivate this product from my old computers so that I can continue to use PE13.  Can anyone please help?

 

Adobe Community Professional
Correct answer by Steve Grisetti | Adobe Community Professional

Signing out of the product won't work on version 13. It's too old. You can try uninstalling version 13 from your old computer and see if that releases the product so you can install on a new computer.

 

Otherwise your only choice is to get on chat with Adobe Customer Care and have them re-activate your serial number.

 

Don't know why it's taking so long for you to reach them. They usually respond to chat very quickly. Have you tried to reach them on a weekday during business hours?

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Jun 13, 2020 0
Adobe Community Professional ,
Jun 13, 2020

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Depending on how you registered when you bought it, you may be able to log on to your Adobe account and deactivate a computer without any help from Adobe.   Because of the age of that version, it may be difficult.   Is there any chance you can start up one of the previous computers and deactivate from the help menu?  Since you have a new computer, there is a risk that the operating system is enough newer than the program that you might be surprised with occasional glitches.  

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Jun 13, 2020 0
New Here ,
Jun 13, 2020

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How do I deactivate it from my Adobe account?  I have just accessed my old laptop and opened Help in the program and there is no option to deactivate it.  

 

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Jun 13, 2020 0
Adobe Community Professional ,
Jun 14, 2020

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Signing out of the product won't work on version 13. It's too old. You can try uninstalling version 13 from your old computer and see if that releases the product so you can install on a new computer.

 

Otherwise your only choice is to get on chat with Adobe Customer Care and have them re-activate your serial number.

 

Don't know why it's taking so long for you to reach them. They usually respond to chat very quickly. Have you tried to reach them on a weekday during business hours?

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Jun 14, 2020 0
New Here ,
Jun 14, 2020

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Thanks for your advice.  After waiting for over 3 hours I finally managed to get help from an agent who was able to deactivate my account so that I could put PE13 onto my new computer. It is now working fine.

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Jun 14, 2020 0
Adobe Community Professional ,
Jun 14, 2020

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Please mark this topic as correctly answered.

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Jun 14, 2020 0