Photoshop: Problem with CS3 serial number when upgrading

  • 11
  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
I just bought from Adobe an upgrade from PS CS3 Extended to PS CS6 Extended, which was indicated as a valid upgrade. Unfortunately, when I enter my 24 digit serial number, get a message saying I have an invalid product for upgrade. I'd like to resolve this by either a method to successfully install and activate CS6, or I'd like a refund. Is there a specific second or third tier Customer Service number I can reach someone to help me resolve this?

Has anyone else had this problem. I've seen issues when people are missing their "last 4" digits of a serial number, but in this case I have all 24 digits.

Adobe is telling me the full version of CS3 serial number is not in their database, so it was a pirated version, which I can assure you is false.

I have the full box, with all the Adobe stickers, marketing crap, and everything. I've been on chat with Adobe for the past hour trying to persuade them that their system must be screwed up, but all I get is "sorry, we can't help you."

anyone out there that can help me before I write Adobe off forever???
Photo of Mark Smith

Mark Smith

  • 3 Posts
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  • Pissed!

Posted 7 years ago

  • 11
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
Hi Mark,

Sorry. The agent should have referred you to our legal department.

I'll send you an email to get your serial number so I can assist and validate whether you have a counterfeit product. Do you remember where you purchased it?

Protect Yourself From Pirated and Counterfeit Software:

Counterfeiters modify the code to make the product, or the OS, so it appears to activate when it infactdoesn't (and they may add other malicious code).

I always encourage users to register their product right away after purchasing to make sure they have a genuine product:

With CS6, Photoshop registers the serial number with your Adobe ID and certifies that it's genuine when it's activated.