It appears they don't do that anymore. Customer support just goes round
in circles!
Alan C
On 23/06/2025 09:29, Larry Colen wrote:
I had a similar problem with Lightroom (before ransomware) and called customer
service.
She wouldn't need to mention she doesn't own all of the computers, but customer
support should be able to help, either by disabling the used licenses, or
giving more licenses.
If Elements 13 is pre-ransomware, and 18 is post ransomware, the technical term
for your situation may be SOL.
On Jun 23, 2025, at 12:22 AM, Alan Cole <[email protected]> wrote:
In 2017 my Daughter in England purchased & activated Elements 13 & susequently
allowed me to install it as the Second User.
She subsequently bought a new laptop & upgraded to Elements 18. Elements 13
was uninstalled from her old laptop withour de-activating.
Then, I had a computer crash in March & had to reset with a new installation of
Win 10. Obviously the Elements 13 was lost without de-activating.
When I tried to re-install I received a message saying the key was already
taken. My daughter tried reinstalling on her old laptop with the same result.
I have spent a lot of time on the forums, tried a few things without success & have come to the
conclusion that Elements 13 is "lost". Adobe "knows" the software was activated on 2
laptops but it seems there is no way o getting it de-activaed. The suggestion is that I should upgrade to
Elements 2025 on a three year subscription. All well & good but it is very pricey with the SA Rand/US
dollar exhange rate.
If there is some clever way the activations can be de-activated, I would be
most grateful to hear it? In the meantime I am able to use Elements 10 which is
still running but it is some way behind Elements 13.
Hoping someone will be able to help.
Alan C
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Larry Colen from Lothlorien
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