FAQ

For answers to commonly asked customer service questions, visit the Customer Service page.

For answers to commonly asked technical support questions, visit the support page.

Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you have bought from Adobe with the computers on which you use those products. Activation helps protect your computers and environment from malicious code by ensuring you are using genuine Adobe software.

Adobe does not gather, transmit, or use personally identifiable information during activation, other than the computer’s IP address.

The machine with Adobe eLearning Suite 2.5 installed must connect to the Internet at least once within 30 days of the first launch of your serialized product.

Activation occurs silently in the background after installation when the system detects an Internet connection. You don't have to do anything proactively to activate.

The product must connect to the Internet at least one time within 30 days of the first launch of your serialized product.  If the product has not been activated after 30 days, the application will not launch until an Internet connection is detected and the software can be activated.

The software will silently try to connect to the Internet to activate for the first seven days after the first launch of your serialized product.  If the software has not activated within the first seven days, you will receive a reminder for the next 23 days on every launch that the machine must connect to the Internet and activate the software.  As soon as the software detects an Internet connection, it will silently activate the product. 

No. Activation of the product via the Internet is required for Adobe eLearning Suite 2.5.  If your system is connected to the Internet and you receive an activation reminder, please contact your local Customer Support for assistance.  Customer Support, however, will not be able to activate your software over the phone if you don’t have an Internet connection.

If your system is connected to the Internet and you have received a reminder asking you to activate your product, please contact your local Customer Support.  The phone numbers for Customer Support can be found at http://www.adobe.com/support/contact/.

Yes.  All Adobe eLearning Suite 2.5 users will need to activate their product.  If your company has firewall restrictions that prevent the machines from connecting to the Internet, please have your IT Administrator contact your local Customer Support. The phone numbers for Customer Support can be found at http://www.adobe.com/support/contact/.

If your company has firewall restrictions that prevent the machines from connecting to the Internet, please have your IT Administrator contact your local Customer Support. The phone numbers for Customer Support can be found at http://www.adobe.com/support/contact/.

Activation of Adobe eLearning Suite 2.5 is required via the Internet to continue use of the product.  Activating your product helps protect your computer and your environment by ensuring you are using a genuine Adobe product.  Activating your product has other benefits as well, please visit http://www.adobe.com/products/activation for more information. The machine with Adobe eLearning 2.5 installed must connect to the Internet at least once within 30 days of the first launch of your serialized product or the product will stop working.  If you work in a company that has a firewall that prevents your system from connecting to the Internet, have your IT Administrator contact their local Customer Support.  The phone numbers for Customer Support can be found at http://www.adobe.com/support/contact/.

No. Activation of Adobe eLearning Suite 2.5 is required via the Internet. Each machine with one of these applications installed must connect to the Internet at least once within 30 days of the first launch of your serialized product to continue use of the product.

For details on Adobe return policies in your region, go to http://kb2.adobe.com/cps/153/tn_15327.html

No. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you have bought from Adobe with the computers on which you use those products. Activation helps protect your computers and environments from malicious code by verifying you have genuine Adobe software.  Registration is an optional process that gives you access to a wide range of benefits and options including access to support, notification of product updates, newsletters, special offers and invitations to Adobe events.

Registration and activation are completely different. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you buy from Adobe with the computers on which you use those products. Activation helps protect your computers and environments from malicious code by verifying you have genuine Adobe software.  Registration is an optional process that gives you access to a wide range of benefits and options including access to support, notification of product updates, newsletters, special offers and invitations to Adobe events.

Contact Customer Service from 6am to 5pm, Pacific Time, Monday through Friday, at 800-833-6687, or submit a request online at any time. For faster service when calling, please have your invoice number available.

A subscription is a new, more flexible way to get eLearning software. It gives you ongoing access to eLearning software for a low monthly fee, as well as access to every upgrade version at no additional charge, as long as your subscription remains active.

The following Adobe eLearning software is available by subscription:

• Adobe® eLearning Suite 2.5
• Adobe Captivate® 5.5

There is no difference in functionality, and system requirements are the same. The only difference is that if you cancel a subscription, you will no longer be able to use the software.

Subscribing is a great option to consider if:

• You use an individual eLearning tool, like Adobe Captivate or Adobe Flash® Professional, and would like access to everything offered by Adobe eLearning Suite, at an affordable monthly cost
• You haven’t upgraded your software in years and want to move up to the current version at an affordable monthly cost
• You have never used Adobe eLearning software and want an alternative way to try it for the first time

Also, the month-to-month plan is a terrific option if you work on a freelance basis, are a small business owner and have only an occasional need for Adobe eLearning software, or want to move your staff to Adobe eLearning software with a smaller initial financial outlay. 

Your subscription includes access to current and future versions of the Adobe eLearning application as long as your subscription remains active. Along with the software, you also have access to Adobe CS Live*, a set of online services that support, and in some cases integrate with, Adobe eLearning software to help make tasks such as creative reviews and web page testing more convenient and efficient.

Adobe offers both one-year and month-to-month plans. One-year plans have lower monthly payments and require that you remain a subscriber for at least a year. Month-to-month plans provide the flexibility of a short-term commitment that allows you to stop and restart the subscription as your business needs change but are somewhat more expensive each month. Note that if your subscription is inactive for more than six months, you will need to purchase a new subscription.

Subscription fees vary by product, plan, and your country of residence. Visit Adobe.com or the online Adobe Store in your respective country for pricing information.

Your credit card will be billed each month under either plan. See terms and conditions for details.

If you maintain a one-year plan, the cost of your subscription will not go up during that year. Beyond that, the price of Adobe eLearning software subscriptions is subject to change.

No.  There is no price discount on a subscription if you own a Adobe eLearning software application. However, you may be eligible for an upgrade price if you buy the retail version of Adobe eLearning Suite or Adobe Captivate. Check the buying guide for the product you own on Adobe.com to help determine your options.

Subscription editions of Adobe eLearning software are available only on Adobe.com.

Currently, only individual subscription editions are available, and only on Adobe.com.  

Licensing customers should consider the Adobe Upgrade Plan.

Getting started with a subscription is fast and easy:

• Go to Adobe.com and choose your product, plan, and delivery method (download only), and then complete the purchase.
• Immediately after purchase, check your email for a message from Adobe with your serial number and a link to download your software.
• Once you download the product, simply double-click the installer and follow the onscreen instructions to install your product and start your subscription.

Your subscription begins as soon as the order is fulfilled by the Adobe Store.

Visit the Adobe Store download forum, where you can find information about typical software download issues.

Choose Your Downloads from the Your Purchases pull-down menu on the Adobe Store. You will find a column that displays the serial number for your subscription, along with a link to download the product.

During the course of your purchase and installation, you will be asked to create or enter an Adobe ID. An Adobe ID is simply your current email address.
When you install your software, you will be required to enter the same Adobe ID that you used to subscribe in order to:

• Help  ensure that the person who subscribed is the same person who is installing the software
• Enable Adobe to send you important account information in the event your subscription is about to expire or cannot be charged 
• Provide you access to CS Live online services (your ID and password are your login credentials)

Adobe respects your privacy and will send you information about other Adobe products or services only if you explicitly opt in for such messages.

You should ensure that your Adobe ID is your current active email address; if not, please update it.

No. You can use the same Adobe ID with all your Adobe products, including subscriptions. Each subscription is considered a separate purchase, and you may receive a separate email for each subscription if there is a problem associated with multiple subscriptions on your account.

When you start your subscription, by entering your Adobe ID, we will also set up your complimentary access to Adobe CS Live online services*. CS Live online services are designed to support, and in some cases integrate with, Adobe eLearning software to help make tasks such as creative reviews and web page testing more convenient and efficient.  

See subscription terms and conditions.

See the product license agreement for the software you wish to subscribe to.

When you buy a software product from Adobe, you are issued a serial number that represents your license to use that software. Activation is the process by which Adobe validates that your software and serial number are genuine and being used as allowed by your product license agreement. It is intended to protect both your rights as a consumer and Adobe's rights as a software developer. Activation helps confirm that the software you bought is not counterfeit; you will not be able to use your Adobe subscription edition software if it is not activated.

You can suspend your month-to-month plan at any time by simply logging into your account on Adobe.com and turning off auto-renew. Once you have done so, your subscription will not be renewed at the end of the current billing cycle. You will be able to use the software until the end of your current billing cycle, after which trying to launch the software will result in a message that says your subscription has expired.

Adobe will keep your information on file for 180 days. If you want to restart your subscription within the 180-day period, simply go to the subscription manager and turn on auto-renew, and assuming your billing information is still valid, your subscription will start again. When you launch the application, follow the instructions on the screen to begin using your Adobe eLearning software again. Note: If a new version of your product has been released while your subscription was inactive, a link to the new version will be available from the Your Subscriptions option in the Your Purchases pull-down menu on the Adobe Store.

Call Adobe Customer Service for assistance in making this change.

You can return a subscription edition within the first 30 days of purchase and get a full refund. The return process can differ for various countries or regions. Learn more about returning products in North America or Europe and Asia Pacific.

You may cancel a month-to-month subscription by going to your account on Adobe.com. To cancel a one-year subscription, you must contact Adobe Customer Service. If you cancel your subscription before meeting the one-year commitment date, you no longer qualify for one-year subscription pricing. The amount you owe will be recalculated based on the difference between monthly and yearly commitment pricing for the number of months your subscription was active, and your credit card will be charged that amount. Subscriptions canceled within the first 30 days will be refunded in full.

You will be eligible to receive updates to the subscription edition of Adobe eLearning Suite or Adobe Captivate as long as your subscription remains active. Adobe will notify you by email of updates as they become available. The email will contain instructions on how to access and install the update. 

Any ongoing bug fixes, security patches, and other update releases that do not require full upgrades will be made available through the updater in the Adobe Application Manager, just as in the regular versions of Adobe eLearning software.

You will receive notice of applicable upgrades as soon as they are announced by Adobe.  Adobe will email you with instructions on how to access and install the latest version once it becomes available.

No. You are not required to install any new version of the subscription software, and you have a great deal of flexibility on when you install an upgrade, should you choose to do so. You can continue using your current version of the product for one full year after the subsequent version is released.

Contact Adobe Customer Service.

Contact Adobe support for issues with your software.

You get the same service and support with your subscription that you would get under the traditional purchasing model for that product.