"...unable to validate this serial number... Please contact Customer Support"

  • 1
  • Problem
  • Updated 6 months ago

Reset PC back to ‘factory settings’ & cannot reinstall Elements 15 (or CS6!) On entering serial number it says “We are unable to validate this serial number for Adobe Elements 15/CS6. Please contact Customer Support”.

Well, I have, several times. Been given different link to download Elements 15 from & told a 'dedicated team' for CS6 will contact me - still waiting on CS6 and Elements 15 still gives same message!

Every time I try to use Adobe chat I explain the problem and no agent ever connects anymore - have been left 'on hold' for up to an hour!

I desperately need to get Elements 15 and CS6 working. Any suggestions?

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Ann Thomas

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  • like Adobe just do not care

Posted 6 months ago

  • 1
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Ann, I've asked an agent to reach out to you directly through email. There wasn't a phone # in your account on Adobe.com
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Ann Thomas

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Thanks Jeffrey. Will try to add my phone number as all I am getting from Adobe is 'conflicting messages': "We will get someone from our dedicated team to contact you..."; "Please contact customer support again with same case number"; "Elements must be dealt with separately..."

Am getting grief from husband for 'returning to factory settings' in the first place!

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Steve Lehman

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Hi Ann,   

You need to provide a phone number maybe.  Also if you your key for the reinstall is not accurate it will throw an error message.   You can verify your key number per each program if you registered your products with adobe.   I will give you the instruction of how to get there.   

Start by signing in the Adobe site:  https://accounts.adobe.com
Sign in using your Adobe name and password at the link above, 
then go to Manage Account, next click Plan and Products
then click View My Products, get your licensed products and keys.  
Use the key per each product for your install.   
This is the first thing a tech will verify.
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Ann Thomas

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Hi Steve

Elements is listed there but not CS6. Tried to add CS6 but it says serial number is not valid. Have checked back on original paperwork & the number I am using is correct.

Keep trying Adobe but they either do not answer in chat, or when they find out what the problem is chat 'dies'.

All I know is that I have paid a lot of money for software that no longer works!