Adobe support refuses to honor my license

[kennethw15799729]

Hello,

I purchased a license for Adobe CS6 through a University purchase program but somehow the license became assigned to someone else and Adobe support will not help me get it reassigned. Has anyone had similar difficulties with poor performance from Adobe support? I already tried to escalate this but that also seems to have gone to a black hole. Does anyone know where I can complain? If an Adobe person sees this - I have a case number I can give you.

Thanks!

[Jeff A Wright]

Kennethw15799729, I am very sorry but one of the limitations of educational purchases is that the license can not be transferred.  You can find details regarding this limitation at Transfer an Adobe product license .

If you are a current University attendee then I would recommend inquiring about educational pricing for a Creative Cloud membership.  A full Creative Cloud membership does include the ability to install older applications including the Creative Suite 6 version if needed.  Additional details can be found at Creative Cloud for education | Educational institutions .

[kennethw15799729]

Hi Jeff,

You completely misunderstood my problem.  I am the original purchaser of the license but at some point, the license was somehow transferred to someone I don't know. I have no idea how this happened given the policy you just quoted. Nevertheless, it has happened and I now need a way to access the software I purchased. I have all proof of purchase documents, etc.

[Jeff A Wright]

Kennethw15799729, if the software is registered under a different account then see Learn how to change or reset your Adobe ID password for details on how to regain access.  If the account is registered to another individual then it will not be possible to transfer the license.

[kennethw15799729]

... and yet I paid Adobe for a license to use CS6. The exchange of money for a license to use the software is a legal agreement. I realize internal policies may be set up to make it difficult to resolve this but it needs to be resolved. Taking this to an outside party to mediate seems like it would be a waste but I'm confident they would see this my way given that I hole the license agreement and proof of purchase. But let's not go there. Please help me to figure out how to resolve this without escalation.

[Jeff A Wright]

Kennethw15799729 I would recommend contacting your University to gain additional details regarding the program which you purchased Creative Suite 6 under.   As discussed in post #1 it is likely the current program is offering a discount to the Creative Cloud versions of the applications.

If you purchased a perpetual Creative Suite 6 license, through your University, then they will have details on how you can gain access to the serial number and necessary installation files.

[kennethw15799729]

The University recognizes that I have purchased a standing license for CS6 and expects Adobe to honor the agreement. They have no power to grant access since it  is all administered through the Adobe ID portal and have recommended that I reach out to Adobe support.

[Jeff A Wright]

Kennethw15799729 do you have the serial number for Creative Suite 6?  If so can you send it to me via direct message so I can verify the type of license you purchased?

If you don't have the serial number then please ask your University to review Adobe Licensing Website | Serial numbers, orders, and accounts for details on how they can access any serial number, and installation files, that may have been purchased through our volume license programs.  They will need to access the account with proper e-mail address/deploy-to ID for the order.  If your University offered Creative Suite 6 purchases, in the United States, then this is where the order would have been managed through.

Kennethw15799729, please be aware that we have not provided perpetual Creative Suite 6 licenses since the introduction of the Creative Cloud.  It is very likely that any educational purchase made, in the last couple of years, was for a Creative Suite 6 license that was set to expire.  This process was implemented to transition education purchases to Creative Cloud memberships.  If you are still active with the University then it is likely you are now entitled to a Creative Cloud membership instead.

Please feel free to reference this public discussion with your University, Kennethw15799729.  If they are unsure of their Deploy-to or EndUser-ID then ask that they utilize the Forgot your Password section of Adobe Licensing Website | Serial numbers, orders, and accounts .

[kennethw15799729]

Thanks. I will private message you the license information. This purchase predates Creative Cloud - it is a perpetual license.

[Jeff A Wright · Accepted solution]

Thanks, Ken as discussed in the private message you have sent a serial number for a volume license of Creative Suite 6 Design Standard for Windows.  Please follow the suggestions offered in message #7 to gain access to your order through your University.

[kennethw15799729]

Hello Adobe,

I was able to track down the University official who administrates adobe accounts for the University system (I am in a large state University system) and ultimately, despite direct communications with their liaison at Adobe, the issue could not be resolved. They are sending me back to you for assistance. I'm happy to share the communications with you by private message. 

[Jeff A Wright]

Ken, were you able to obtain the Deploy-to or EndUser-ID that was used in the order your University made on your behalf?