Adobe - Support: Customer Service

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"> <html xmlns="http://www.w3.org/1999/xhtml" lang="en" xml:lang="EN"> <head><script type="text/javascript" src="/_static/js/bundle-playback.js?v=HxkREWBo" charset="utf-8"></script> <script type="text/javascript" src="/_static/js/wombat.js?v=txqj7nKC" charset="utf-8"></script> <script>window.RufflePlayer=window.RufflePlayer||{};window.RufflePlayer.config={"autoplay":"on","unmuteOverlay":"hidden"};</script> <script type="text/javascript" src="/_static/js/ruffle/ruffle.js"></script> <script type="text/javascript"> __wm.init("https://web.archive.org/web"); __wm.wombat("https://www.adobe.com/support/service/","20091222231351","https://web.archive.org/","web","/_static/", "1261523631"); </script> <link rel="stylesheet" type="text/css" href="/_static/css/banner-styles.css?v=S1zqJCYt" /> <link rel="stylesheet" type="text/css" href="/_static/css/iconochive.css?v=3PDvdIFv" />  <meta http-equiv="Content-Type" content="text/html; charset=UTF-8"/> <meta http-equiv="Content-Language" content="en-us"/> <meta name="robots" content="noodp"/>          <title>Adobe - Support: Customer Service</title>  <link rel="icon" href="/web/20091222231351im_/https://www.adobe.com/favicon.ico" type="image/x-icon"/> <link rel="shortcut icon" href="/web/20091222231351im_/https://www.adobe.com/favicon.ico" type="image/x-icon"/>  <link rel="stylesheet" type="text/css" href="https://web.archive.org/web/20091222231351cs_/https://www.adobe.com/ubi/template/identity/adobe/screen.css" media="screen"/> <link rel="stylesheet" type="text/css" href="https://web.archive.org/web/20091222231351cs_/https://www.adobe.com/ubi/template/identity/adobe/print.css" media="print"/> <link type="text/css" rel="stylesheet" href="https://web.archive.org/web/20091222231351cs_/https://www.adobe.com/ubi/template/identity/adobe/screen/no-pocket.css"/>  <script type="text/javascript" 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document.getElementById('greeting'), screenName = document.getElementById('screenName'), accountLink = document.getElementById('account'), signout = document.getElementById('signout'); if(greeting && signout && screenName) { var screenNameValue = adobe.Cookie.get("SCREENNAME"), rememberMe = adobe.Cookie.get('RMID'), authenticAdobeId = adobe.Cookie.get('AUID'); if(screenNameValue) { screenName.innerHTML = screenNameValue; } if(rememberMe) { greeting.style.display=""; accountLink.style.backgroundImage = ""; } if(authenticAdobeId) { greeting.style.display=""; signout.style.display=""; accountLink.style.backgroundImage = ""; } } var n = $("search-input"); var f = n.getAttribute("title"); n.autoFill(f); }); </script>   </head> <body> <a href="/web/20091222231351/https://www.adobe.com/help/accessibility.html" tabindex="1" id="accesslink">Accessibility</a>   <form id="globalnav-search" class="en" name="globalnav-search" method="get" action="/web/20091222231351/https://www.adobe.com/go/gnav_search" accept-charset="utf-8"> <dl id="globalnav" class="clear-after"> <dt id="adobe-logo"><a href="/web/20091222231351/https://www.adobe.com/go/gn_home_logo"><img id="adobe-logo-lq" src="/web/20091222231351im_/https://www.adobe.com/ubi/globalnav/include/adobe-lq.png" alt="Adobe" width="43" height="72"/><img id="adobe-logo-hq" src="/web/20091222231351im_/https://www.adobe.com/ubi/globalnav/include/adobe-hq.png" alt="Adobe" width="55" height="67"/></a></dt> <dd id="site-search"> <input type="hidden" name="loc" value="en_us"/> <input title="Search Adobe.com..." type="text" id="search-input" name="term" autocomplete="off"/> <button type="submit" id="search-submit" class="icon-replace search"><span class="zero">Search</span></button> </dd> <dd id="user-menu"> <ul id="user-menu-list" class="pipe compact"> <li id="greeting" style="display:none"><a>Welcome <span id="screenName"></span></a></li> <li id="account" style="background-image: none"><a href="/web/20091222231351/https://www.adobe.com/cfusion/membership/index.cfm?loc=en_us&nl=1">Your account</a></li> <li id="signout" style="display:none"><a href="/web/20091222231351/https://www.adobe.com/cfusion/membership/logout.cfm">Sign out</a></li> <li id="globalnav-cart"><a href="/web/20091222231351/https://www.adobe.com/go/gn_cart" class="icon-replace cart">Your cart</a></li> <li id="help"><a href="/web/20091222231351/https://www.adobe.com/go/gn_contact">Contact</a></li> <li id="international"><a href="/web/20091222231351/https://www.adobe.com/go/gn_intl">United States (Change)</a></li> </ul> </dd> <dd id="site-menu"> <ul id="site-menu-dropdown" class="d-dropdown compact"> <li><a class="dropdown-tab" href="/web/20091222231351/https://www.adobe.com/go/gn_sol">Solutions</a> <dl class="dropdown-pane"> <dt>Industries</dt> <dd><a href="/web/20091222231351/https://www.adobe.com/go/gntray_ind_broadcast_media">Broadcast and media</a></dd> <dd><a 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Please see our <a href="/web/20091222231351/https://www.adobe.com/go/gn_sitereqs">site requirements</a>.</div> </noscript> </form>  <div id="layoutLogic" class="L1"> <div id="content-header">  <ol id="depthpath" class="path menu"> <li><a href="/web/20091222231351/https://www.adobe.com/">Home</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/">Support</a></li> </ol> <h1>Customer Service</h1>  </div> <div id="content-layout"><div id="content-body">  <h2>Installation </h2> <div class="columns-2-Abb-A"> <div class="columns-2-AB-A"> <h3>PRODUCT ACTIVATION</h3> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/100/1008779.html">Adobe Activation FAQ</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/514/cpsid_51482.html">Activation Help – CS4 and Acrobat 9</a> </li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/514/cpsid_51483.html">Activation Help – All Other Adobe Versions</a></li> </ul> <h3>SERIAL NUMBER HELP</h3> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/152/tn_15290.html">Find a product serial number</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/152/tn_15282.html">Serial number doesn't work</a></li> </ul> </div> <div class="columns-2-AB-B"> <h3>DOWNLOAD HELP</h3> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/152/tn_15296.html">Top Browser Solutions</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/402/kb402065.html">Akami Downloader FAQ</a></li> </ul> </div> <div class="columns-2-AB-B"> <h3>Problems Installing An Adobe Upgrade </h3> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/517/cpsid_51791.html" target="_blank">Cannot install upgrade</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/405/kb405780.html" target="_blank">Serial number not working after installing CS4 upgrade</a></li> </ul> </div> <br class="clear-both"/> <h2>Online store purchases (Adobe Store Customer Service)</h2> <div class="columns-2-AB-A"> <h3>FAQs</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_16719">Order and Payment FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_16722">Shipping and Delivery FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_16721">Membership FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=25f26dd">EDU Online store North America FAQ</a></li> </ul> <h3>Order Information</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/go/orderstatus">Check the status of your purchase</a></li>  </ul>  </div> <div class="columns-2-AB-B">  <h3>Returns</h3> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/153/tn_15327.html">Return an Adobe product</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_15327">Adobe Return Policy</a></li> </ul> <h3>Related Topics</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_15298">Reinstalling Online Store downloads</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=df423527">Place a Tax-Exempt Order with Adobe</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_18501">System requirements for the Adobe store</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/reinstall.html">Installing Software</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/153/tn_15300.html">Replacement Media</a></li> </ul> </div> <br class="clear-both"/>  <br class="clear-both"/> <h2>Software trials (Trial download information)</h2> <div class="columns-2-AB-A"> <h3>Getting the Trial</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/download.htm">Downloading trials</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/download_trial.htm">Download help</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/trial_cd.htm">Trial CD/DVD</a></li> </ul> <h3>Expiration and Error Messages with Trial</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/elapsed.htm">Early expiration</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/expire_deadline.htm">Expiration</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/153/tn_15319.html">Date change</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/win_trial.htm">Trial will not run on my computer</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/req_sn.htm">Missing serial number</a></li> </ul> </div> <div class="columns-2-AB-B"> <h3>Other Issues</h3> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/shockwave.htm">Adobe Flash Player / Shockwave Player</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/go/trialinfo">Creative Suite 4 trial FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/go/1ddd04c">Activate a Try and Buy Product</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/153/tn_15317.html">Trial technical support</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/195/tn_19549.html">Trial limitations</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/reinstall_trial.htm">Reinstalling trials</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/166/tn_16660.html">Preview releases</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/com_use.htm">Commercial use</a></li> </ul> </div> <br class="clear-both"/> <h2><a name="upgrades" id="upgrades"></a>Upgrades</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/products/creativesuite/faq/?anonymous_element_1=1">CS4 Upgrade FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/upgrade01.htm">Upgrade policy</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_15304">Adobe post-announce upgrade policy</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_19582">Retail: Post-announce upgrade Frequently Asked Questions</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=kb401549">Volume Licensing (AOO) Upgrade Fulfillment Process</a></li> </ul> </div> <br class="clear-both"/> <h2>Licensing</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/products/eula/">End User License Agreements</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/195/tn_19592.html">End User License Agreement FAQ</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/mult_machines.htm">Installation on multiple machines</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/edu_license.htm">Educational requirements</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/licensing/">About network license detection</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/distribute_sw.htm">Player distribution</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/aboutadobe/antipiracy/piracy.html" target="_new">Piracy overview</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/aboutadobe/antipiracy/avoid.html" target="_new">Protect yourself against piracy</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/166/tn_16615.html">Printing product documentation</a></li> </ul> </div> <br class="clear-both"/> <h2>Training, seminars, and education</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/edu_overview.htm">Training overview</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/train_mats.htm">Training materials</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=kb401308">eSeminar Support</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/edu_software.htm">Eligibility requirements for educational pricing</a></li> </ul> </div> <br class="clear-both"/>   <h2>Pop-up messages</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/popup_ads.htm">Pop-up advertisements</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/player_popup.htm">Download Adobe Flash Player</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/flash/ts/documents/flash_activex.htm">Security warning</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/webcam.htm">Privacy: Allow local to access your camera and microphone?</a></li> </ul> </div> <br class="clear-both"/> <h2>Policies</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/upgrade01.htm">Upgrade policy</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/upgrade.htm">Free upgrade policy</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/return_info.htm">Return policy</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=ba0deba2">Adobe online store download policy</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/190/tn_19087.html">Patents policy</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_15266">Installation on multiple machines</a></li> <li><a href="/web/20091222231351/https://www.adobe.com/support/licensing/">About network license detection</a></li> </ul> </div> <br class="clear-both"/> <h2>Replacement CD/Manual</h2> <div class="columns-2-AB-A"> <ul class="link-list"> <li><a href="/web/20091222231351/https://www.adobe.com/support/service/ts/documents/cd_manual.htm">Replacement CDs</a></li> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/153/tn_15300.html">Replacement manuals</a></li> </ul> </div> <div class="columns-2-AB-B"> <ul class="link-list"> <li><a href="https://web.archive.org/web/20091222231351/http://kb2.adobe.com/cps/166/tn_16615.html">Printing product documentation</a></li> </ul> </div> <br class="clear-both"/> </div> <div class="columns-2-Abb-bb"> <div class="pod"> <div class="pod-body"> <h3 class="pod-title">Search support</h3> <div class="dyn-pod p1"> <form class="search-form clear-after" method="post" name="searchform" id="searchform" onsubmit="javascript: return getURL(this)"> <fieldset id="searchTextArea" class="pseudo-input"> <input value="" id="search-support" name="searchterm" type="text" class="textfield"/> <input type="hidden" name="cat" value="support"/>  <input class="hidden" name="loc" value="en_us" type="hidden"/>  <button type="submit" id="searchform-button" value="go" name="go" class="button search-button" onclick="javascript:return getURL(this);">Go</button> </fieldset> </form> </div>  <script type="text/javascript"> function getURL(key) { var term=encodeURIComponent(document.searchform.searchterm.value); var category=encodeURIComponent(document.searchform.cat.value); var loc=encodeURIComponent(document.searchform.loc.value); var term = (term != "") ? "&term=" + term : ""; var category = "&cat=" + category; var loc = (loc != "") ? "loc=" + loc : ""; var collection = loc+term+category; var collection = loc+term+category; document.searchform.action = '/cfusion/search/index.cfm?'+collection; document.searchform.submit(); return false; } /*--- var myAction = "/cfusion/search/index.cfm"; function fillInFormVals() { document.simple_options.action = "" + myAction + ""; try { $('search-product-title').innerHTML = searchProductTitle; } catch(ex) { } try { $('search-product-id').value = searchProductId; } catch(ex) { } try { $('search-product-id2').value = (searchProductId2 != null)?searchProductId2:""; } catch(ex) { } try{ if(searchContext == "customer_service") { var myDocInput = document.createElement("input"); myDocInput.setAttribute("class","hidden"); myDocInput.setAttribute("type","hidden"); myDocInput.setAttribute("name", "document"); myDocInput.setAttribute("value", "DT_Service_Notes"); $('simple-options').appendChild(myDocInput); } } catch(ex) { } } registerOnReady(fillInFormVals); ---*/ </script> <h3><a href="/web/20091222231351/https://www.adobe.com/support/contact/">Contact customer support</a></h3> <h3><a href="/web/20091222231351/https://www.adobe.com/support/programs/">Support programs</a></h3> <h3><a href="/web/20091222231351/https://www.adobe.com/support/registration.html">Product registration</a></h3> <dl class="side-menu"> <dt>Top customer support issues</dt> <dd><ul class="link-list"> <li><a class="icon info" href="/web/20091222231351/https://www.adobe.com/go/orderstatus">Check the status of your purchase</a></li> <li><a class="icon alert" href="/web/20091222231351/https://www.adobe.com/go/kb405780">Resolve previous version serial number issue when installing a CS4 upgrade</a></li>   <li><a class="icon help" href="/web/20091222231351/https://www.adobe.com/go/tn_16722">Shipping and delivery FAQ: North America</a></li>  <li><a class="icon info" href="https://web.archive.org/web/20091222231351/http://kb.adobe.com/selfservice/viewContent.do?externalId=1010017">Adobe MPEG Encoder 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