5 Replies Latest reply: Dec 3, 2014 1:00 AM by Little_Pale_Face RSS

    Correct Serial Number

    DebbieBark

      I just purchased Elements 13 from Costco.  I'm trying to install it but the serial number that is on the sticker on back of the box has 18 digits and the installation screen is asking me for a serial number that is 24 digits long.  I tried other ideas for the serial number like the little sticker on the disc sleeve, but it has only 8 digits with some letters and the install screen will not accept letters in the boxes.  I see a PN also on the box sticker but that number is only 9 digits long so that doesn't work either.

        • 1. Re: Correct Serial Number
          Little_Pale_Face Community Member

          Hi,

           

          The serial number should start with 1057.

           

          If there is a white sleeve/box inside the larger box, you may find the serial number on that.

           

          Otherwise, you may have a redemption code so try here.

           

          Redemption Code Help

           

          Brian

          • 2. Re: Correct Serial Number
            DebbieBark Community Member

            I still can not register and use my new Elements 13.  I went to the redemption code help link that you sent me but it still asks me for a code that is 24 characters long.  On my disc sleeve is a sticker with an 8 digit number then under that number is a string of letters and numbers.  I tried to enter this string of letters and numbers but it keeps coming up "invalid".  One of the characters is a "/" (slash) and if I don't use that as one of the characters then I don't have 24 characters to put in the boxes.  Also, part of that string of characters on that sticker are the characters 13.0 which is the version that I bought.  I even tried to put in or leave out the period between the 13 and the zero but I still can not get that code to work so it will show me a serial number. On the back of my box is a hologram Adobe sticker with a barcode symbol that has an 18 digit number so I figured that is not the right code number.  Also on the sticker is a string of letters and numbers that are separated by dots/periods but that string also has 13.0 in it and even if I leave out the dot between the 3 and the 0 I still have 25 characters which is one too many for those code boxes.  I also looked in our email to see if Costco sent me a code but I have nothing from them either.  I think you're right- I obviously have a redemption code instead of a serial number on my product because nothing starts with 1057.  But I can not figure out what they want for the redemption code......Please help.......Thanks

            • 3. Re: Correct Serial Number
              mytaxsite.co.uk CommunityMVP

              Debbie,

               

              where are you trying to enter your redemption code to?  If you are

              entering in the product then it won't work because that redemption code

              needs to be exchanged for a new serial number at this link:

               

              Read all this here:  <http://www.adobe.com/go/getserial>

               

              <http://helpx.adobe.com/x-productkb/global/redemption-code-help.html#purchasedproduct>

               

              Good luck.

              • 4. Re: Correct Serial Number
                DebbieBark Community Member

                When I click on your first link, it takes me to a screen that says "Redeem your purchase" and it has 3 steps:

                Step 1. shows me that I'm signed in with my Adobe ID,

                Step 2. says "Enter your code to redeem your purchase" and there are 6 boxes wanting 4 characters in each with a blue "Redeem" button under the boxes

                Step 3. says You're all set

                 

                When I type in the string of characters from my disc sleeve, it tells me that my code is invalid.  To get 24 characters I  have to use a slash "/" and also a period that is located between a 13 and a zero (Im assuming this stands for version 13 that I purchased)  If I don't include both the slash and the period, then I don't have 24 characters.  I'm sure I'm on the right page to retrieve my serial number, I just can't seem to get it to validate

                • 5. Re: Correct Serial Number
                  Little_Pale_Face Community Member

                  Hi,

                   

                  Sometimes the store prints the redemption code on the sales receipt - have you looked there?

                   

                  Perhaps you could ask at Costco if they have any ideas.

                   

                  Brian