Lost serial number for original product, upgrade is now unusable

[Maggie_Em]

I originally purchased CS3, then upgraded to CS4 in 2010 (purchased direct from Adobe). Three years ago I started using Creative Cloud, but I can no longer justify the monthly fee. So I re-downloaded CS4 from My Products, entered the serial number as requested, and ... was asked to enter the serial number form CS3. Which I no longer have. According to Adobe, my only option is to buy the software again. Is there any way around this?.

[Ned Murphy]

You need the serial number for CS3 in order to prove you qualify to use the CS4 upgrade.  You can check your Adobe account to see if it is still available there though it is unlikely.  If you ever registered the software, then Adobe has your serial number for CS3 recorded somewhere... though getting their help with it is likely as you have found so far.

[Maggie_Em]

Adobe knows I upgraded legitimately - I had to have the CS3 serial number in order for them to sell me the CS4 upgrade in the first place. The upgrade was purchased directly from them - it and the CS4 serial number are still in My Products on the Adobe site, price and all. They know I'm the same person who purchased it from them, since my Adobe account has never changed. Since I used the CS3 serial number to activate CS4 in the first place (five years ago), do you think it would still be in their system somewhere? Thank you for replying, by the way, Ned - the only other reply I got was something like 'you have to find your CS3 serial number.'   

[Ned Murphy]

I do not doubt that Adobe knows you are their customer and what you purchased.  I do not know for certain why but they do not help their customers with their older products anymore - I guess that is their logic of how to drive business to their newer products.

[Sheena Kaul · Accepted solution]

Hi,

I would advise you to contact the support via call/chat for this request.

Contact Customer Care

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

Regards,

Sheena