I apologize for your difficulties. Are you trying to submit your proof of eligibility through https://www.identit-e.com/default/index/submitadobe?
Did you purchase your education version of Lightroom from a reseller or from Adobe directly? If you purchased the software from Adobe directly do you have an order number or case number I can reference?
I have tons and don't know where to start...
I bought directly from the Adobe Website. The then get an email to go to http://www.adobe.com/go/my_orders_en_us and I click on Submit proof. It then takes me to the Identiti-E page. My first and Last name are filled in, as well as the US. The choose state, then city, and then when you try and choose your instutuion, it does not load - nothing ever drops down and a little house icon spins. This means you are not able to select a School. This means you can NOT hit submit and you can NOT get a product code. You recieve the error you can not go on.
The website you provided the very first step asks for a product code, which is the very thing no one from Adobe or Identit-E can seem to comprehend you can't get one of these!
I have multiple tickets and chats with Adobe and Identiti as both have been sending me back and forth saying it's not their problem and to go here or there.
I have sent Identiti-E screen shots as well as source code.
Not to mention Adobe customer service said since I was having trouble to send my proof to - firstname.lastname@example.org to manually approve and that customer service would get back to me a couple days...yeah that never happened and I tried that avenue 3 times.
This has been going on since March 30th. It is now May 4th. The fact that this is student edition would imply that maybe the students might need it for class and projects and a wait time of over a month is just absolutely ridiculous - and by the looks of it, I know I'm not the only one with trouble.
- Adobe Customer Service Chat - 4/5/12: Sheik
- Identit-E Customer Service - 4/6/12: Veronica Drake - email@example.com
- Adobe Customer Service Chat - 4/6/12: Srinath S
- Email from Adobe saying they closed my case 4/6/12 : closed your case 0208088547
- Email from Adobe case update since I re-opened it 4/6/12: Your customer identification number is: 0255468757. This email is in response to support case #0208091603 submitted by Doug Spencer.
- Adobe Email - 4/7/12: Proof of Academic Status Recieved
- Email from Adobe case update since I re-opened it 4/7/12 : Your customer identification number is: 0255468757. This email is in response to support case #0208091603 submitted by Doug Spencer.
- Adobe Email - 4/9/12: Proof of Academic Status Recieved
- Email from Veronics Drake 4/13/12 : Ticket ID: OCU-498-58487 : Asked for source code on the webpage that isnt population the schools
- Adobe Customer Service Chat - 4/16/12: Ashish P
- Opened up another ticket with Identit-E since they sent me to Adobe saying it was Adobe's problem, then Adobe sent me back to them 4/16/12: Ticket ID: RZA-278-62749
- Adobe Customer Service Chat - 4/16/12: Kausar
- Email from Veronics Drake 4/18/12 : "Thanks so much for the source file. I forwarded it to my supervisor and he'll be able to figure out what's been going wrong. I'm sorry about that. I believe that we need to figure this out rather than Adobe. Again, I'm very sorry for all the inconvenience!"
- Email from Veronics Drake 4/18/12 : "As I said in my previous email, now that we have your page source file, we are trying to figure out what has been going wrong.
We need to figure this out, because otherwise you won't be able to obtain the product code, without which we can't help you. So, we're trying to do everything we can here. I understand that this is frustrating, but we're doing everything we can, so please refrain from personal attacks in the future."
- Because I am mad since no one gives me answers, apparetly I am attacking people...very interesting...
- Email from Identit-E after I submitted a ticket once again after hearing nothing 5/1/12: Ticket ID: SVE-476-63784
This doesnt include some emails I sent with no response given. Also in the midst of this, my password was mysterisouly re-set twice.
Here is my record from Adobe account :
4/30/12 Case #0208091603: Edu order fulfillment.
Open - Pending Adobe Response
4/16/12 Case #0208144676: Chat:EDU Orderfulfillment (CH53518995)
4/16/12 Case #0208144651: Chat:duplicate (CH53518995)
4/10/12 Case #0208088547: Chat:Submit POE (CH92768011)
3/14/12 Case #0207872980: PAU
I dont know what else to give anyone at this point.
I was able to locate your order AD001310328EDU and have approved the order based off your previous submission of proof of eligibility. I have also updated your case 208091603 that the order had been approved and closed it. You should now be able to follow the steps listed at http://forums.adobe.com/message/3980334#3980334 to obtain your copy of Photoshop Lightroom 4.
Finally! Thank You! I recieved the email from Adobe and sent me serial numbers.
Funny thing is I also recieved an email from Identit-E saying they can't help me without a product code and to try a different web browser. I mean it's a joke. Adobe needs to consider finding another company to run their verifications.
Jeff, Could you please assist me with the same problem? I've tried to contact identit-e in every form possible with no response and no help at all! I just want to use my software!!
Me too! I am having exactly the same problem! First time I reached the page but it didn't offer me any choices of institution - just kept "searching". Subsequent attempts did not even open the page - again, endless "searching". I cabn't call until tomorrow buit I am really hoping to get my Production Premium suite before my trial runs out! I teach at a major independent school in Ontario and have my payslip all ready in a pdf file.Adobe, you've got to do something about this!
Can you help me too? I can't even find a reference number for my order and i can't get back on the verification page at all. I intended to use the summer break learning the software for my students in September.
Justin0469 and Azk22y I would recommend reviewing and ensuring you have followed the processes which are relevant to your region in the Education FAQ - http://helpx.adobe.com/x-productkb/policy-pricing/education-faq.html. In particular you will want to ensure that you have completed the process to submit your proof of eligibility.
If you continue to experience difficulties then I would recommend contacting our support team so they can review your situation directly. For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6. Our chat representatives can provide a personalized experience to resolve the issue you have described.
I am ALSO in EXACTLY the same boat. I've deleted cookies, I've changed browsers, I've used computers in different locations, everything. I've submitted my verification info to various Indentit-e people, Adobe chat people, etc.
I had exactly the same issue. The "Name of Institution" list wouldn't populate and now I can't even get anywhere when I click on the "Submit Proof" link. I've bought software from Adobe before and had no problems. This is crazy and all the chat folks keep directing me to FAQ's and suggesting things I've already tried 30 times.
For a company like Adobe, the fact that people are having problems like this and that no one seems to know what the problem is, seems to be quite a huge problem!!
My order number is AD001413957EDU.
Mu current Adobe case is #0208639561
Can you help here, Jeff?
If you are having problems submitting your proof of eligibility and are located in North America then you will need to work with Identit-e. I recommend first reviewing the section in the Education FAQ on how to check the status of your Education order at http://helpx.adobe.com/x-productkb/policy-pricing/education-faq.html#main_order_status.
If you are continuing to have difficulties with the eligibility process then you can access the Contact page for Identit-e at https://www.identit-e.com/default/static/faq/p/14.
Beyond that if you need one to one support then please contact our support team as indicated in message 8.
I have done all of that already. As the first poster said, Identit-e directs me to Adobe (here's a clip from an email today:)
" If you can not receive a product code, please contact the Adobe Store for assistance. "
"Orders from the Adobe Store website can only be processed by using the submit eligibility option on the right side of your order. We are unable to access your orders from the Adobe Store website as Identit-E is unable to access this page." - Michael DeCorby (Identit-e)
Currently, my problem seems to be with the Adobe site, as when I click on the "Submit Proof" link, nothing happens. I've tried different browsers, locations, cleared cookies, etc. I've read ALL the FAQ's, I've been on chat help four times so far. I have all the verification right here, ready to go, I just need someone to take it!!
I don't have a Product Code, as it is an online download, so Identit-e won't help me. They've already told me they can't access the Verification Page and I should talk to Adobe. I'm not computer illiterate here, the site isn't working!
If you look closely, the info link is up and there is a loading wheel spinning. I can't GET to the Identit-e link and Identit-e is telling me this is Adobe's problem and then when I DO get to the Identit-e page, there is no way to populate the list for the "Name of Institution".
Here's where I just got with Identit-e. He actually ended the chat before I could ask any more questions:
15:00 You are now chatting with Michael Colby (Bi-lingual CSR Temp) - General Chat
15:01 Michael Colby: I think I remember this case.
15:01 David Popoff: Michael... I've been emailing you for days.. I'm not getting anywhere here. You tell me to talk to Adobe and they've just told me (again) to deal with you.
15:01 Michael Colby: We are unable to access your accounts on the Adobe store website an help you register your code on a different computer.
15:02 Michael Colby: the only way to register is through the Adobe store website and that can only be accessed by you or Adobe.
15:02 Michael Colby: I'm sorry for the trouble.
15:02 David Popoff: Why do they keep telling me to talk to you?
15:02 David Popoff: They've told me that it's an Identit-e issue.
15:02 Michael Colby: If you are unable to get help from Adobe then you can cancel your order and purchase the software at a reseller such as best buy and register the product code from the box.
15:03 Michael Colby: I'm sorry, we are unable to assist you.
15:03 Michael Colby: I will now be ending the chat. Have a nice day.
15:03 Michael Colby has left the conversation. Click here to leave a message.
I'd like to say that I tried contacting Identit-E via chat for a different issue and had the same experience. I asked for a status update, they said there are technical difficulties and said "I will now be ending the chat. Have a nice day." The chat was closed before I could say anything else. I tried chatting again and waited for over 20 minutes and had to give up.
Ridiculous and poor customer service!
Thank you DavidPopoff and Justin0469 for the feedback. I have passed it on for additional investigation. I would still encourage each of you to continue working with our support team as they can work with you directly to help resolve your difficulties.
The latest chat resulted in Michael Colby telling me that Identit-E has been waiting for 2 weeks for Adobe to provide serial numbers for all the Student and Teacher editions they have verified already. Can someone at Adobe verify? Jeff?
I'll keep plugging away with Adobe Support, but until someone is actually able to LOOK at my support documents and APPROVE the education verification, then I don't know where I'm sitting.
I'm tempted to just try to cancel this order and find a boxed copy that has a product code that I can get.
From all of my conversations, neither Adobe nor Identit-e is taking ownership of this problem. I'm trying to get my software and pay someone for it! I've even sent out my paystub to about 5 people so far. Nothing...
I'll wait a day or two more on this and I'm I'll probably end up moving on.
DavidPopoff it appears that your difficulties maybe coming from not selecting the Country, City, and State prior to attempting to select your school. I would recommend submitting your proof of eligibility again and ensuring these fields are filled out.
I did do all of those things. As wdougspencer noted in his original post, once you've selected your Country, Province and city, the school list doesn't populate with any values. I did notice that ONCE, I managed to end up with a form that had one more field, which was "Type of Institution", and when that was filled in too, the school list names did populate, but it only appear on one load of the page and it was when I was trying to reaccess the form. When I tried to submit that form, it didn't work, as I was reaccessing it.
When I was actually purchasing the software, this field wasn't there, and as such, it wouldn't populate the "School Name" field.
I've been dealing with the customer service folks and they're trying to upload the forms for me.
Something is wrong with Identit-e's form itself. Currently, I can't even re-access the form. (Also, as posted above) Today, nothing showed up on the Orders page when I attempted to access it to try it yet again.
Everyone keeps suggesting I try the very basic things that I have tried numerous times (redo the form, clear cookies, try a different browser, etc) I'm technically minded and have done all of these things. The problem is on the Adobe / Identit-e end here...
Ok thanks DavidPopoff for the update. My apologies for the continued inconvenience.
Im having the same issue but cant get anyone to talk to me. This is the worst time i had trying to do anythingin my life. So i have to explain this to a 14 year old that you spent $250 on a disc thats worth nothing.
I am having the same issue and I have sent an email to identit-e, but it seems I must contact Adobe. I have tried using Firefox, Internet Explorer, Chrome, and Safari on a Mac. I have tried three different locations and service providers, but I still get a spinning house and loading. I thought this would be faster than the educational software provider that my board of education uses, but I was wrong. Any help would be greatly appreciated.
1 person found this helpful
I purchased Adobe CS6 Extended Student and Teacher today, went to the Identit-e website and CAREFULLY followed the instructions, then a few hours later I chatted to ask about my status. Melissa Gray(the chat rep) said I have been approved. I checked my email and had my license.
I can't imagine better service and Ms. Gray was very kind. I am sure there are ligitimate issues, sometimes, but I think that by carefully following the steps and providing good documentation the process will work as it did for me.