Service Note

Post-announce upgrade Frequently Asked Questions

What's covered

• Do you notify customers of upcoming post-announce upgrade offers?
• I purchased three days before the eligibility period. Can I still get a post-announce upgrade?
• I'm not eligible for the post-announce upgrade. What are my options?
• I have a volume license. How do I get my post-announce upgrade?
• Adobe just announced the new version. Why can't I request my post-announce upgrade?
• Can I get a post-announce upgrade in a different language?
• I was denied when I applied for a post-announce upgrade. Can I re-apply?
• What is proof of purchase, and where do I send it?
• What if I don't have proof of purchase?
• How long does it take to approve my request after I fax my proof of purchase?

 

Do you notify customers of upcoming post-announce upgrade offers?

Adobe does not notify customers who purchased a single-user license about post-announce upgrades. Volume license customers receive automatic fulfillment of post-announce upgrades.

 

I purchased three days before the eligibility period. Can I still get a post-announce upgrade?

You must purchase within the eligibility period to qualify for a post-announce upgrade.

 

I'm not eligible for the post-announce upgrade. What are my options?

If you purchased prior to the eligibility dates, you may purchase an upgrade. Please check the upgrade options for the product.

 

I have a volume license. How do I get my post-announce upgrade?

Adobe notifies qualified volume license customers via e-mail when their post-announce upgrade is available.

 

Adobe just announced the new version. Why can't I request my post-announce upgrade?

Post-announce upgrades for single-user licenses are normally available within two weeks of the new version's first shipment.

 

Can I get a post-announce upgrade in a different language?

Adobe provides post-announce upgrades for the same language you originally purchased. However, if the new version does not offer your language, or the older version did not offer your language and the new version now offers it, you may request another language.

 

I was denied when I applied for a post-announce upgrade. Can I re-apply?

If you have requested a post-announce upgrade once, Adobe will not accept a second request using the same serial number. If you think you were denied in error, please contact Customer Service and explain the situation. Be sure to include the serial number you used to make your request.

 

What is proof of purchase, and where do I send it?

Please see proof of purchase qualifications for details on what Adobe accepts as legitimate proof of purchase for single-user licenses.

 

What if I don't have proof of purchase?

If you purchased a single-user license directly from Adobe, we will have a record of your purchase. Note the order number and the fact that it was purchased directly from Adobe on your fax, and we can verify your purchase. If you purchased from a reseller, ask the reseller to provide you with a copy of your receipt. We cannot approve a request without a valid proof of purchase.

 

How long does it take to approve my request after I fax my proof of purchase?

Please allow two to three weeks for processing.

 

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