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Customer service consistently says they aren't able to valid date on my proof submitted...

Apr 8, 2012 12:20 PM

Tags: #help #on #a #adobe #for #version #new #to #service #unable #date #serial #request #your #customer #proof #valid #we #educational #denied #were #submitted #unfortunately #approve #number.

HELP!  I have purchased Adobe educational version via phone since 3/29/2012 and have been denied a serial number.  I realized the first 2 documents which was in PDF form end up being all garbled and unreadable (i have no idea why) So i resubmitted a new document in JPG form.  But I can't seem to unattach the old ones.  So I'm assuming they are looking again at the OLD unreadable PDF files?  I keep updating my notes telling them not to look at the old documents but to look at my new one i have submitted over and over again... They constantly states  we are unable to valid date on my proof submitted.  I re-submitted a tuition/contract bill and clearly states my date of when I started and will end twice.  I called customer service numerous times, each time i was on hold for good 30 to an 60 mins and their level 1 group says yes they see the date and will foward this to level 2/3 group to be approved...  It's Sunday april 8th and got another email saying the same thing....



Thank you for submitting the proof of eligibility. Unfortunately, we


were unable to approve your request for a new serial number. One of the


reasons below mentioned.



* We were unable to identify valid date on your Proof submitted


We request you to submit the documents which shows that you are


currently enrolled. Below are the types of proof of enrollment we accept


* School ID card

* Report card

* Transcript

* Tuition bill or statement

* Any other document issued by the educational institution that includes

your name, the institution name, and the current date or term."



HELP!!!! I don't know what to do... I have continuously re-open the case, re-submitted my tuition bill/contract in JPG form, called customer service which agrees i'm good but have to wait for level2/3 guys to approval, can't unattach the OLD files that is unreadable and now constantly getting the same denied letter from ADOBE.  Please if I don't get this resolve soon I won't be able to keep my side job!  Thanks!


  • Currently Being Moderated
    Apr 9, 2012 12:32 AM   in reply to Castinli123

    I suggest you wait until Tuesday when everyone is back in business, create a new case and post the case number here. Jeff Wright or one of the otehr guys may then look into the matter and push the proper buttons...



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  • Currently Being Moderated
    Apr 9, 2012 2:19 PM   in reply to Castinli123

    I would be happy to look at your case number if you would like to respond to this thread.  Also which region are you purchasing the education version?  Finally where are you purchasing the education version from is it from Adobe or someone else?

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  • Currently Being Moderated
    Apr 9, 2012 4:56 PM   in reply to Castinli123

    I am sorry Castinili123 I don't see your eligibility documents, or any documents jpg or PDF, as being attached to your case.  You will want to go to and go to your open cases.  Once you have located your open case there will be an option to add an attachment.  Please attach your proof of eligibility so that it will be available to be reviewed and possibly approved.  At the moment the case is escalated to Tier 2 but they will just send it back to Tier 1 without the proof of eligibility being attached.


    Really for this type of inquiry though the best support is to be going through our support team.  They will be able to resolve your difficulties in a more timely manner. 


    If you would like to respond to this thread after you have attached your proof of eligibility to your case I will be happy to review it again.

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  • Currently Being Moderated
    Apr 10, 2012 8:45 AM   in reply to Castinli123

    I would recommend against publishing your eligibility information in a public space.  There could be quite a bit of information which you would rather be kept private instead of it being publically available.

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  • Currently Being Moderated
    Apr 10, 2012 12:52 PM   in reply to Castinli123



    Please check if you meet this requirements.


    You must provide official, current proof of enrollment in one of the following:

    • Accredited* public or private primary or secondary school providing full-time instruction
    • Accredited* higher education institution that grants degrees requiring not less than the equivalent of two years of full-time study
    • Homeschool — as defined by state homeschooling regulations


    Hope this helps.

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  • Currently Being Moderated
    Apr 10, 2012 3:19 PM   in reply to Castinli123

    Castilinli123 I have attached your proof of eligibility to your case.  While you are waiting for the response from Tier 2 I would recommend reviewing  You will note that the school needs to be an acreddited school or university with no less than two years of full time study.  You may also want to review for a list of accreditted schools.

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