Deactivating Premier Elements 13 to install on a new computer

New Here ,
Jun 13, 2020 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?

 

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Adobe Community Professional , Jun 14, 2020 Jun 14, 2020
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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Adobe Community Professional ,
Jun 13, 2020 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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New Here ,
Jun 13, 2020 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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Adobe Community Professional ,
Jun 14, 2020 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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New Here ,
Jun 14, 2020 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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Adobe Community Professional ,
Jun 14, 2020 Jun 14, 2020

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Please mark this topic as correctly answered.

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New Here ,
Apr 24, 2021 Apr 24, 2021

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Hello,

i´ve got the same problem.

can you please explain how i can contact the personal support?

 

Thx PiTie

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Adobe Community Professional ,
Apr 25, 2021 Apr 25, 2021

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Click the Contact Us button in the lower right of this page to begin chat.

https://helpx.adobe.com/sea/contact/what-contact-options.html

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New Here ,
Apr 25, 2021 Apr 25, 2021

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Unfortunately I can't find a chat button

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Adobe Community Professional ,
Apr 26, 2021 Apr 26, 2021

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Please go to Adobe Customer Service (make sure to sign into your Adobe account first) and only ask to have your activations reset:
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window if you are signed into your account.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

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Adobe Community Professional ,
Apr 27, 2021 Apr 27, 2021

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If the above suggestions do not work, another way is to put "helpx.adobe.com" into your browser.   You should see the chat button in the lower right corner.

 

image.png

 

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New Here ,
Apr 28, 2021 Apr 28, 2021

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Thank you very much.

The Adobe Support helped me to activate my license.

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Adobe Community Professional ,
Apr 28, 2021 Apr 28, 2021

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Thank you PiTie for getting back that you had success.  Positive feedback helps with knowing how well the referrals work. 

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