10 Replies Latest reply on Mar 18, 2017 10:31 AM by lisas96244835

    Premiere and Photoshop Elements 14 Licenses Revoked!!!

    NatalieJackman

      I just purchased the software today. I went to open both for the first time and I get a notice saying my license has been revoked.

       

      Then I contact support and the person helping me says I have to wait 24 to 48 hours for the issue to be fixed?

       

      What the heck?! This is ridiculous!

        • 1. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
          Steve Grisetti Adobe Community Professional

          This is a user to user forum. I'm not sure we can do anything for you.

           

          Where did you purchase your program from? They're the ones who owe you an explanation!

          • 2. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
            NatalieJackman Level 1

            Adobe's website. The programs show up in my products section along with the keys. However the keys they provided me for their software they sold the licenses for are revoked.

             

            This may be a user forum but the closing remark on the online help was go here for help.

             

            Then they have the nerve to ask me in a survey if I would rather pay a subscription instead.

            • 3. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
              Steve Grisetti Adobe Community Professional

              Something is very wrong somewhere, Natalie.

               

              But your beef is definitely with Adobe and customer service. I'd get back on that chat and demand to talk to a manager, if necessary. I've never had a session with Customer Care Chat that wasn't resolved in one session. And this is definitely one they need to fix asap.

              • 4. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                NatalieJackman Level 1

                Below is the conversation with their agent.

                 

                ______

                 

                Thank you for your patience.

                While you wait, you can try our
                community forums, where experts are available 24 hours a day, 7 days a week to answer your questions. 

                You can also chat with Adobe experts live on Twitch. See our
                schedule for Ask the Experts LIVE, and get "How To" video live streams, ask questions, and learn new skills!

                You are now chatting with Akanksha.
                Please don’t close the chat window or browser tab since it will end our chat session.

                10:16:59 AM

                Akanksha:

                 

                Hello! Welcome to Adobe Customer Service.

                10:18:59 AM

                Natalie Jackman:

                 

                Your file was successfully uploaded: License.png.

                10:19:01 AM

                Natalie Jackman:

                 

                Hello. I'm having problems with the licenses I was provided for Elements 14. It says my license was revoked.

                10:19:23 AM

                Akanksha:

                 

                Thank you

                10:19:31 AM

                Akanksha:

                 

                I am reviewing your issue. Please stay online and do not close the chat window or browser in order to ensure our chat session is not interrupted.

                10:20:10 AM

                Natalie Jackman:

                 

                ok

                10:21:44 AM

                Akanksha:

                 

                I apologize for the inconvenience.

                10:22:06 AM

                Akanksha:

                 

                Are you facing the same issue with PSE 14 as well?

                10:23:35 AM

                Natalie Jackman:

                 

                let me check

                10:24:04 AM

                Akanksha:

                 

                Sure please take your time

                10:24:13 AM

                Natalie Jackman:

                 

                yes

                10:27:13 AM

                Akanksha:

                 

                Are we still connected?

                10:29:00 AM

                Akanksha:

                 

                Are we still connected?

                10:29:44 AM

                Natalie Jackman:

                 

                yes

                10:29:50 AM

                Natalie Jackman:

                 

                I was waiting on you

                10:30:04 AM

                Akanksha:

                 

                Are you facing the same issue with PSE 14 as well?

                10:30:06 AM

                Natalie Jackman:

                 

                I said yes photoshop is having the same issue

                10:30:54 AM

                Akanksha:

                 

                Oh I am so sorry

                10:31:10 AM

                Akanksha:

                 

                Kindly wait for 24-48 hours

                10:31:39 AM

                Natalie Jackman:

                 

                I have to wait up to two days to use my digital software I purchased?!

                10:31:43 AM

                Natalie Jackman:

                 

                Are you serious?

                10:31:52 AM

                Akanksha:

                 

                Our senior team will go through your issue and would get back to you via an email

                10:32:04 AM

                Akanksha:

                 

                I am sorry but you need to wait for some time please

                10:32:18 AM

                Natalie Jackman:

                 

                If this is not resolved I will dispute the charge

                10:32:22 AM

                Akanksha:

                 

                As it is a know issue and our senior authorities are working on it

                10:32:25 AM

                Natalie Jackman:

                 

                and go buy Final Cut for my iMac

                10:32:47 AM

                Akanksha:

                 

                Yes, you can go ahead and ask for the refund of the software within 30 days of purchase

                10:32:55 AM

                Akanksha:

                 

                Is there anything else I can help you with?

                10:33:24 AM

                Natalie Jackman:

                 

                other then being able to use the software I paid for .... no not at this time

                10:33:31 AM

                Natalie Jackman:

                 

                unreal

                10:33:53 AM

                Akanksha:

                 

                I apologize for the inconvenience.

                10:33:55 AM

                Akanksha:

                 

                Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!

                Thanks for contacting Adobe.
                Visit our forums. Post questions and get answers from experts 24/7.

                • 5. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                  NatalieJackman Level 1

                  who do I contact then because online chat is useless?

                  • 6. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                    Steve Grisetti Adobe Community Professional

                    You can get a refund and then repurchase it. The new serial number should work.

                     

                    Although I'm troubled by the notice that it's a "known issue."

                     

                    Beyond that, I don't know what to advise you. I'm a long way from San Jose.

                    • 7. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                      NatalieJackman Level 1

                      I had to get really pushy online chat to get someone on the phone. He did what you suggested minus the activity on my bank account by manually adding working keys and canceling the broken keys.

                       

                      I'm not usually so pushy but today has been a rare day where I have been working to get 3D Mark working after upgrading to two GTX 1080 cards in SLI for my 5930K machine and then buying a new license for Premiere 14 to upgrade from version 13 to get the 4K support and having this happen.

                       

                      The amount of pushing I had to do to get the software working was outrageous. I only got help once the agent realized I had a tri monitor system, my iMac 5k and Mac mini right next to me and I work from home. Only when he realized I could keep him on the line for hours while I kept working on one ticket and wasn't going away did I got help.

                       

                      Unacceptable.

                      • 9. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                        NatalieJackman Level 1

                        I just read the thread you linked and that is disturbing. I also noticed that the person that actually did sit back and wait 48 hours still wasn't helped in that time frame. My suggestion is to be the squeaky wheel.

                         

                        There is something majorly wrong with their authentication or key generator. I have noticed that even after it worked I had to sign back in again today and reenter my keys to both programs. Thankfully they still work but I sure hope I don't have to enter the key every time I go to use the software.

                        • 10. Re: Premiere and Photoshop Elements 14 Licenses Revoked!!!
                          lisas96244835

                          Have they resolved this issue. we purchased a few months a go. Gave up.

                          Now need Elements.

                          What do I need to do claims License revoked