FAQ for licensees

With the release of Adobe Volume Licensing (AVL), significant enhancements were made to the LWS to improve your experience accessing the site and tracking your volume software.

Refer to the online help upon logging in to LWS, or access the PDF help document.

Adobe has migrated to a new ESD process, which is now available directly from the LWS. Within the LWS, choose Quick Links > Download Software to access the download page.

Consult the Adobe Volume Licensing policies page for information about all AVL policies.

For Customer Service assistance, visit the Customer Service page, or search the Knowledgebase.

"Media ship-to" refers to the location where the physical CD or DVD containing Adobe software is being shipped. "Deploy-to" indicates the person, location, or organization using or deploying the Adobe product.

You can place your order for the media of a previous version by contacting your reseller. The reseller will place the prior-version order on your behalf just as it would for a typical media order. Note, however, that going forward, Adobe will provide only ESD for any prior-version requests. You will be able to order one version back for any products that are currently offered via ESD. The prior version will be available for the duration of the subsequent product's lifecycle. Example: Adobe® Acrobat® 9 software is available to customers until Acrobat XI launches, at which point Acrobat X becomes the prior version.

Not at this time. Adobe is currently offering only one version back.

Your order will be processed like any ordinary licensing order for media; however, you will have to reference your ESD link within your LWS account to access the software. Again, Adobe will not provide any physical media for prior-version orders, only ESD.

Call Customer Service at 800-443-8158 for help with prior-version software orders.

Customers placing prior-version ESD orders will receive an LWS order confirmation email as they normally would for any other order. Only customers who do not have an existing ESD account will receive a separate ESD email in addition to the LWS order confirmation email.

Customers who need serial numbers for their prior-version ESD orders should contact Customer Service. Customer Service will then take the appropriate steps to provide customers with the needed serial numbers, usually within two to three business days.

No, prior-version ESD orders are not eligible for any Licensing Upgrade Entitlements. Prior-version ESD orders are for media only, not licenses.

Yes, once you obtain serial numbers for prior versions, you can use them for any prior-version purchases for the same software and version.

Call Adobe Customer Service at 800-443-8158 to request a TLP invoice.

You should receive the serial number or download link within 72 hours of placing your TLP order.

You will receive an email from Adobe that provides login information to the LWS, which contains all your license information.

To return a TLP Direct order, follow these instructions.

No, Adobe's policy does not allow a partial return — the entire purchase must be returned.

Log in to the LWS, choose Report > View Detailed Purchase History or Quick Links > View Detailed Purchase History, select your search criteria, and run the report. If you experience difficulty, call 800-443-8158 to speak to an Adobe licensing representative.

No, the AVL license is not configured to work with a trial version. A volume license serial number is required.

To request an upgrade for a perpetual product for which you are covered under Upgrade Plan, visit the Customer Service page or call 800-833-6687 (United States and Canada).

Log in to your LWS account and choose Report > View CLP Purchase Summary, which shows your complete order history.

No, the AVL serial number is not meant to work with trial version software. You need to download the software from the LWS.

All CLP purchases must be returned to the reseller that sold you the licenses. All return exceptions must be authorized by Adobe.

Contact your reseller to make sure the software order was placed on your behalf.

No. One of the benefits of purchasing licenses through VIP is that you don't need to worry about compliance or overdeployment. Any licenses that have been deployed in excess of the number of licenses purchased are subject to stop working after 60 days if an order hasn't been placed.

Refer to the VIP Program Guide for a complete list of eligible products.

Not at this time.

Make sure someone at your organization has already enrolled in VIP through a reseller, and check to make sure that person added you as a contact in the Admin Console.