I have made payment but cannot access the product to download.

[emmaw0804]

I have made payment for $114.83 to upgrade from Lr5 to Lr6 and still have not received an email to confirm my payment (4 hours later) and there is no record in my orders history that I have purchased Lr 6. I am rather concerned about this as I do not remember any problems when I originally bought the Lr5 version 3 years ago. Who do I need to contact to have this problem fixed? I have receipt number.

[cmgap]

Where did you purchase from? if you purchased from an authorized reseller like Amazon you will need to contact them. if you paid with a credit card and it was fraudulent you may have to contact them for assistance.

[John T Smith · Accepted solution]

If you purchased from Adobe

Chat help: Mon - Fri  5am - 7pm  (US Pacific Time) <=== NOTE DAYS AND TIME

Be sure to remain signed in with your Adobe ID before accessing the link below

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact/support.html#support-anchor

[cmgap]

If you have the receipt, you will need to contact the seller.

[kglad]

and while you're waiting for your serial number, you can install lr 6 and use the trial.  then convert the trial to remove the time limited when you receive your serial number.

New Adobe Lightroom 6 (CC) Direct Download Links – Free Trials | ProDesignTools

[emmaw0804]

Thanks for your responses, but I am still none the wiser as to why I haven't received my upgrade. I have a receipt number and the money has been taken from my account (the payment went to ADOBE SYSTEMS SOFTWARE on the 19/06 ) and I still have no way of upgrading my programme. Why does Adobe not have a call line to discuss this with? I live in Australia which is 15 hrs ahead of US pacific time, so not helpful there at all to discuss on any chat groups.. My Adobe account has a record of my initial purchase of Lightroom that I made back in 2013 but nothing about my purchase to upgrade to Lr6. I'm most confused and upset about this as I feel that Adobe does not make it easy to chase up problems like this.

[cmgap]

What have you done in terms of troubleshooting? What happens if you go into the Lightroom Help menu and try to update from there? Did a second email with download instructions end up in spam? Have you opened a ticket with Adobe support via email?