What is the best way to get help downloading, installing or activating my product?

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  • Question
  • Updated 2 years ago
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I'm having trouble downloading, installing or activating Adobe Photoshop, Adobe Photoshop Elements, or Adobe Photoshop Lightroom. What is the best way to get help?
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Photoshop FAQ, Official Rep

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Posted 7 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
The specialized forum for installation issues is here:

Downloading, Installing, Setting Up

Because these issues often require sharing personal information, they aren't very well suited to being answered directly on this site. Please see the following Self-Help topics for instructions:

Learn to download and install your Creative Cloud apps

Learn to activate or deactivate Adobe apps

Quickly locate your product’s serial number, so you can register or upgrade your product

If you've tried all the Self-Help options and still need help, please visit the following link to work with a chat support agent:

Photoshop Chat
Lightroom Chat
Elements Chat
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peter ead

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have purchased upgrade elements 8 from ebay new to upgrade photo shop5 that i have had for some time
however the serial no that i have to use from photoshop 5 windows to activate the elemts 8 is comming up as error

This reply was created from a merged topic originally titled
failed serial no to update elements 8 from elements 5.
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peter ead

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have now bined the update,at a cost of £40 and continued using the old copy remind me not to recomend or buy adob products again
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did you contact support? In general, buying software from eBay isn't a safe practice: Protect Yourself From Pirated and Counterfeit Software: http://adobe.ly/qASJDH
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peter ead

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hi yes and because you had brought out photo shop 10 the disowened any help . i agree its always better to by direct but as a pensoner i sometimes have to do with second best or go without
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I'm not completely following you. What was wrong with your Elements 5? You can certainly get help with your product on Adobe.com here or on our User to User forums. The upgrade price to Elements 10 isn't much more than you paid for an old version of Photoshop Elements 8 from eBay. You should really return the product on eBay if you were sold a non-working serial.
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peter ead

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Hi
In fact that’s what I found. That there was very little difference between ph 5 and ph8 I just believed the advertising hype. In fact even though the ph update stated catargoracly that it would update; without any distinction between issues, it did not do so.
luckily I was able to return to seller even though he sold it to me in good faith and lost on postage the fault lies solidly with adobe for selling something that does not do what it says on the advertising blurb, then walked away saying it was one issue too old for them to even bother to help
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Jude Anderson

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Oh boy, this is the second day of trying to download the Creative Cloud App. Which says on the Adobe Creative Cloud is needed to resolve this problem. However, it is missing or damaged. Please download and install a new copy of the Creative Cloudf from Adobe Cloud 'http://www.adobe.com/go/adobecreativecloudapp.' which I download and again it crashes. It is like I'm re-inventing the wheel. Please Help :)
I am already signed in to Adobe.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Anna K

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Hi, I have downloaded cs5 extended to try it out, but it doesn't seem to open on my new apple pro laptop?? can u tell me why it doesn't open?

This reply was created from a merged topic originally titled
Photoshop: CS5 trial won't launch.
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Magnus Medhus

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I can't install Elements 10 - I constantly get "Invalid Serial Number". Your support has confirmed my serial number is valid. The reason must be that your site activate.adobe.com is down. I have pinged it many times and it times out/is not available. I guess my installation will be OK once you get it up and running.

This reply was created from a merged topic originally titled
activate.adobe.com is not available.
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PICQUET Joannick

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hello,
please could you help to uninstall my previous version of PSE release 8 (full version) because I replace it by PSE release 9 and I want to reinstall PSe on a other computer ?
I already install it but the control say : licence is out of date / already use
joannick.picquet@free.fr / joannick.picquet@mbda-systems.com
Thanks a lot for your help
regards

This reply was created from a merged topic originally titled
Reuse my full version of PSE 8 on an other computer.
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Virginia Geffros

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I had to uninstall Photoshop CS5 Extended because I was getting error messages from Bridge. Now I want to reinstall the program, but I'm being told my original Serial # is invalid. Please advise.

This reply was created from a merged topic originally titled
Invalid Serial #.
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Foto-Maus

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Adobe Photoshop Elements 10 Vollversion gekauft! Es wird aber nur eine 30 Tage Testversion installiert. Bei der DVD 1 für Win7 kann man Installation a) Testversion oder B) lizinzierte Version anklicken. Lizenzierte Version wird auch angeklickt und die Serien-Nr. eingeben! Aber wieso öffnet sich nur immer die Testversion wenn ich das Programm starte?? PC: Windows 7, 64 Bit - Version,

This reply was created from a merged topic originally titled
Photoshop Elements: Serial number not recognized.
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Satish Kumar Bhandari

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While installing CS3 I receive error 2793 and installing discontinues. What is this and how to reslove it.

This reply was created from a merged topic originally titled
Photoshop: Error while installing CS3.
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Don Henry

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I have been waiting 4 days for a call back!!!Ican not install photoshop elements on my windows 7 64 bit system and after more than two hours of following instructions the tech said they would call me back - but 4 days later I AM STILL WAITING - NOW I JUST WANT A REFUND THIS IS THE WORST CUSTOMER SERVICE I'VE EVER SEEN AND I CERTAINLY EXPECT MORE CONTACT ME AT KRINTHOU@YAHOO.COM

This reply was created from a merged topic originally titled
Photoshop Elements: cannot install, waiting for call back from support.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I had support check for cases listed under the email address you posted and didn't find one. Is it possible you have a different Adobe ID with different email address? Did you call the previous time or try the chat option listed above? Do you have a case # I can have support take a look out?
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Don Henry

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Name is don Henry
email on account is krinthou@yahoo.com
I'm still waiting for answer to loading on 64 bit windows 7 aystem
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Don Henry

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also I waited 20 minutes to talk to someone, got disconnected, called and wait 30 minutes, got various failed instructions for 2 hours and was told they would call back with a solution. They have not called back!!!
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Ellen Fandetti

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I had a virus removed, which also removed photosho elements 8. I reinstalled it, but it wasn't right-I must have done something wrong in the install. Now I want to uninstall and reinstall, but I think it says I won't be able to use the same serial number again. Can I use it again if I uninstall the program?

This reply was created from a merged topic originally titled
Uninstall & reinstall with same serial number, which I have used twice on the same computer..
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Yes. You should be able to use the same serial number again. If you run into trouble, use the Chat Support option in the official answer at the top of this page.
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alicia pilar simon

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PIDE CERRAR DOS APLICACIONES QUE NO ESPECIFICA SU UBICACION NI YO CONOZCO

This reply was created from a merged topic originally titled
NO FINALIZA LA INSTALACION.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sounds like you're having trouble with installing. Try the Spanish contact section for regional support:

http://www.adobe.com/es/aboutadobe/co...
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Kristine Selvage

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I am new to photoshop elements. So far I have had the hardest time navigating through it. It has asked me to reinstall twice. Says
Elements organizer
X A problem occurred while loading this album template. An auxiliary file maybe missing or damaged. Please reinstall the application to correct problem.
I have now reinstalled twice. Can anyone help me?

This reply was created from a merged topic originally titled
Photoshop Elements: reinstalling a second time due to damaged or missing album template.
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MDV

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Hi
All started here: http://forums.adobe.com/message/4193019 - for more info

It is too long to re-describe.

I did uninstall Photoshop Premiere Elements 7 again and re-downloaded from adobe website [just in case I had a corrupted one].
Re-installed and when I input the Licence Key [correctly] it says it is not valid.

I also had Photoshop Elements 7 installed previously and now have a 'full' version of Photoshop Elements 10.

I wish to re-install both on the same computer I have PPPE10 and PE9, then I will unistall them and install them on another PC.

Thank you for your help
M

This reply was created from a merged topic originally titled
Cannot re-activate Photoshop Elements 7 and Premiere Elements 7 with correct licence.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Since this issue might require sharing your serial number, your best bet is the "Digital Imaging Product Chat Support" mentioned in the Official Response at the top of the page.
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MDV

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OK

But :
1. it was only used on one Computer - the same computer! We will see.
2. is there a UK Chat Support? Seeing we have 8 hours time shift here!

Thanks
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MDV

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All this trouble because of Adobe's way of 'keeping' licences in control!
Why not use a USB Hardware key then?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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If you've registered your serial number with your Adobe ID on Adobe.com I can have someone investigate your activation issue.
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MDV

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If you could have the activation reset for both PRE7 and PE7, I can try and hope it is only that, but I doubt it as I only run them on the same laptop.

If that for whatever reason does not work, they will need to invalidate the 2 old keys and replace them with 2 new ones and hopefully work.

They both run great on a PC 3GHz CPU and only 2Gb memory on a XP-32bit and that makes me happy if only I could have them finally off the Trial.

Thanks for helping
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MDV

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exact Programme words:
The serial number you entered is not valid.
Click OK to retry entering the serial number.

I also installed these programmes on a Home PC and I have exactly the same problem - I bet the Licences are simply wrong on Adobe website.
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MDV

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I wonder if the 'same' people chatting for free are the same that chat for PAID support! It is always busy and I cannot use the callback as I might not be there and I also have hearing difficulties!

DAAAGH ADOBE!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did you try the chat option? I see no records of contact to support since 3/11.

If the error is "The serial number you entered is not valid" it's not an activation problem.

One thought is that you might be entering the Elements 10 serial for your Elements 7 or vice versa.
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MDV

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Hi
I did chat and concluded nothing because Adobe TRAPPED me with the excuse of: since yours is a OEM version which comes with the [computer] manufacturer - the codes are correct but only usable with OEM. In other words, the usual TRICK - Adobe do agreements with manufacturers to BUNDLE their product with older version [version 8 was already out at the time!] which was actually paid for when buying computer.
When you upgrade your computer in my case from Vista to W7 64bit [even if PE7 works on W7 !] - you cannot re-install it simply because the OEM disc is in fact a GHOST COPY of the factory setting and already installed.
[remember that even if it was FREE, the Laws are the same as paid programmes!]
Unfortunately at the time I did not notice=s it did not have the discs and SONY did not mention PRE-installed!

I have fallen for the usual trick into buying a computer BUNDLED with UNUSABLE software if you upgrade [not written anywhere] [I was concentrated into buying the best I could with the money and I did!]
ADOBE KNOWS IT as it increase them profit FORCING customer in buying a newer version of the program.
NOT only that - since you cannot re-install the pre-installed ones, you also are FORCED to buy the FULL package and not a upgrade!

In simple short words I WAS LEGALLY CONNED, but being an Electronics and IT Technician for over 35 years, I never suspected SONY would do this trick on its customer together with ADOBE on a £. 1,100 GBP Laptop!

So, from now on I will never advertise Adobe's product to any of my customers and I will also advertise the opposite and FREE programs that are 99% more than sufficient to most users.

I simply asked to VOID the old keys and have 2 new keys to be used with a TRIAL download version of the products [ the OEM ARE NOT AVAILABLE ON THEIR OWN ON PURPOSE] and they said NO CAN DO!

This is just a stupid way of conducting a Business and to think I spent loads of money since 2004 with Macromedia and then Adobe [when the troubles started!] - I even have PSE9 and PSPE10 PSEP 2 and 4 of the same family. Dreamweaver CS4, Flash 5 Fireworks ...

I feel CONNED and I will not stop here.

A new website will be coming soon ONLY about ADOBE's way of doing business.

Thank you for your help - not your fault
Now you know who you are working for!
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Lorna reay

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When I put in the disk, it doesn't show up a dmg file. No start-up, no nothing! what do I do???

This reply was created from a merged topic originally titled
Can't install Photoshop Elements 10 from disk onto iMac 10.6.8.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Lorna, try the chat option so someone can work one on one with you:

http://adobe.ly/DI_Install_Activation...
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MDV

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Hi Lorna
Let us know how you got on on this thread for others with the same problem.

Thanks
M
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Brett N, Official Rep

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Make sure you are putting in disk 3 of the set of disks. Disks 1 and 2 are for installing on Windows and will not work on your Mac. This should be printed on the disks themselves, just above the disk numbers on the right side.
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Lorna reay

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Oh for goodness sake - that's printed in such tiny type!! Thank you. I actually downloaded a trial and put in my serial number. worked a treat. Thanks for your responses. I appreciate it.
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NetWorth

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I recently loaned my master CD for Photoshop Elements to a friend so they could install the evaluation copy of Premiere Elements. Unfortunately, that person installed the full copy of PSE in error, but then uninstalled it ... without deactivating the product first!
So, I am now locked out from my own 2 legitimate copies of PSE as Adobe believes there are 3 copies currently in use!
To make matters worse, my friend has since disposed of her (faulty) Laptop and there seems no obvious way of resolving this licencing issue.
Is it possible to advise Adobe of the 2 legitimate computers on which I need to run my software?
Can someone please advise?
Thank you.

This reply was created from a merged topic originally titled
Photoshop Elements: I have exceeded the permitted License count.
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NetWorth

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Thank you "Adobe Support" for promptly resolving this licensing issue.

I am now able to access my legitimate copy of PSE once again.
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Klaus Schäfer

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Due to a failure of the mainboard of one of my computers, I had to replace the mainboard and, subsequently, processor, memory and graphics card. Additionally I had to reinstall the operating system (in my case Windows XP) and all applications, amongst those Photoshop Elements. Since I have installed a copy of this version of Photoshop Elements on the above mentioned system and on a second system, I cannot activate my new installed copy on the system with the replaced components. Adobe requests to inactivate one of the installed copies and does not take into account that the second copy was before actually installed on the defective computer - now with the replaced parts - and that this copy cannot be de-installed, because it (the computer in question) does no longer exist! Such a problem should be adressed to, and although I fully agree to your politics against piracy I am as a customer not really satisfied with the situation.

This reply was created from a merged topic originally titled
Request of inactivating a copy of Photoshop Elements which is already no longer existent.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Klaus, if your adobe ID is the same email address you have here, I'll submit a request to get you set up.
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Robert Guy

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I have 2 completely new computers and want to install my photoshop elements 8 onto 1 of them. It was originally installed on 2 older models (laptop and desktop purchased in 2005) of computer that now have been recycled. Can you tell how I can inactivate the old installations when I no longer have those computers?
Thank you.
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Freddy Cluckers

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Hi,

My HD crashed today.
I purchased Lightroom 4.
How can I reinstall Lightroom 4?

Freddy

This reply was created from a merged topic originally titled
Reinstall Lightroom 4.1 after disk crash.
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Ray

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...and now I can't run on Photoshop 9, installed May, 2011. Worse yet, I've turned my home upside down trying to locate my installation disk. No luck thusfar.
HEEELLLLLLPPPPP!! Is there anyway Adobe can deactivate these licenses so I can run my installed Photoshop 9 without receiving the "already activated on two computers" message. I can provide specifics on the computers it was originally on.
Hopefully, I'll soon locate my installation disk so I can provide a valid license number (have the box w/product key)....but thats not getting me anywhere.
Thanks for any info. re: things to try.

This reply was created from a merged topic originally titled
2 Licenses Activated - One computer has been destroyed, the other upgraded to Windows 8..
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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See the options above for getting help with Activation.

Did you register your copy of PSE 9? If so, you could look it up by logging into your adobe ID: http://blogs.adobe.com/photoshopdotco...
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Jonathan Sharpe

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I have had dificulty in contacting adobe about a registration problem with elements 8 none of the links work for me. As my old systems crashed unrecovrably I can't deactivate possibly 2 instalations(diferent partitions same machine). The situation is further complicated by having elements 2 also around diferent PCs. After 2 hours of links not working etc. i feel that buying elements 8 may have been a mistake.

This reply was created from a merged topic originally titled
Prospective loss of use of adobe elements 8.