How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 637
Experience:  Computer Software Support specialist for more that 10 years
Type Your Software Question Here...
Jess M. is online now
A new question is answered every 9 seconds

About a year ago(maybe more) I bought a legal copy of the

Customer Question

About a year ago(maybe more) I bought a legal copy of the Adobe CS6 package on Amazon.
My package for the Mac includes Photoshop, Lightroom 5, Illustrator, Dream Weaver, Flash, Reader etc. and it worked fine until now. This package cost over $1,000.00. Now I get a message that my serial number has been revoked and I have to "subscribe". How is that legal? It seems to me you are taking away something that I purchased legally.
Please advise me how to fix this.
Thank you,
Helen Hamerstrom ***@******.***
Submitted: 1 year ago.
Category: Software
Expert:  Dustin replied 1 year ago.

Welcome to, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

Expert:  Dustin replied 1 year ago.

This is clearly a program error or license file error. Both of which can be fixed given time.

To start with, I need to know the version of mac osx you have on your machine, you can check as follows.

Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.

Also, would you like me to connect to your computer from here and work on the issue directly on screen? If so we can set this up via a secure remote assistance session. That session is guaranteed meaning if I cant help you then you will be entitled to a full refund of all fees.

Otherwise, I can try and assist you via written support alone. Let me know how you'd like to begin.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Expert:  Dustin replied 1 year ago.

I see you started a duplicate which I messaged to have closed. Please respond here, on this page specifically.

Thank you,

Dustin S

Customer: replied 1 year ago.
Os 10.11.6 El Capitan
Customer: replied 1 year ago.
I don't think I should have to pay Adobe for them to fix their own error.
Customer: replied 1 year ago.
Let's try written instructions first.
Expert:  Dustin replied 1 year ago.

We are not adobe. If you want free help from adobe, you have come to the wrong place.

Before we proceed, please let me know if you want paid help here, or free help elsewhere. T hank you,

Dustin S

Customer: replied 1 year ago.
sorry, my mistake. Where should I have gone?
Expert:  Dustin replied 1 year ago.

Not a problem, here is the link to adobe help

Now, for our site justanswer, this link will help you submit for a refund ( if you were charged )

Customer: replied 1 year ago.
Thanks, ***** ***** bother you.
Expert:  Dustin replied 1 year ago.

No worries, and best of luck with your issue. I would say that if adobe cant help you that this is an issue Ive handled specifically, many times in the past.

So if they end up trying to push you into purchasing the program again, let me know.

Dustin S