Photoshop: Problem doing a cross-platform swap

  • 1
  • Problem
  • Updated 7 years ago
  • Solved
  • (Edited)
How do I get past Level 1/2 Adobe Customer Service? They have repeatedly failed me. I am 10 days into what should have been a simple transaction - swap an existing license for PS5 from Mac to Windows. I followed the instructions on their web site, got confirmation that my existing license was eligible for the swap, and I called customer service to place the order as instructed in their email. I received an order number for the swap, and my credit card was supposed to be charged a few dollars for shipping the package. All good. That was 10 days ago.

But since then the order has been in Pending Status, not shipped and nobody can tell me why it hasn't. I've had 5 open cases with them in the past week, including chat sessions and telephone calls. But still no results. Nobody can tell me why the product hasn't shipped and when it does it will apparently go FedEx Ground with another 7-10 days for delivery.

My trail version of PS5 on Windows will expire in 12 days and I never imagined that it would take weeks to get a new license. Any assistance would be appreciated on who to contact. I am very frustrated with the repeated inability of Adobe's customer support to help me. In fact, why can't they confirm my identity and just give me the license over the phone? This process makes no sense to me.
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Larry Hollowood

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  • frustrated

Posted 7 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Larry, Sorry. I was out of the office today doing customer visits/user research. I shall have someone look into it and take care of this. Thanks.
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Larry Hollowood

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That would be so much appreciated! Thanks!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Larry,

This should be taken care of. I'm sending you an email with more details via email.