License Keys

[garyMKE]

Does it normally take more than a month to be emailed a purchased Adobe Acrobat license key? I was required to put in a support ticket, which was closed as "resolved" after more than a week, without receiving the key. I entered another ticket and after more than a week I finally received the license key. In between I received generic emails from HP stating "fill in comment" which was probably supposed to be customized by support before sending. I also enjoyed the fact that there is a 200 character limit on messages, and only three message are allowed.

[Hawks_Eye]

Hi @garyMKE 

Welcome to the HP Support Community! Thanks for posting your query! 

Thank you for explaining the situation so clearly—I can imagine how frustrating it must have been to wait so long for something as essential as a license key, especially after putting in multiple support tickets and receiving generic responses. 

You’ve shown great patience and persistence in following through.

To help you better, I’d like to understand a few details before suggesting the next steps:

1. Purchase Source – Was the Adobe Acrobat license purchased directly through HP or via a third-party vendor?
2. Type of License – Is this a single-user license, volume license, or part of a bundled HP product/service?
3. Confirmation Email – Did you receive an order confirmation email with any reference number or estimated delivery timeline?
4. Support Interaction – When the ticket was marked “resolved,” did it include any instructions or links, or was it closed without explanation?
5. Current Status – You mentioned you finally received the license key after the second ticket—are you now able to activate Adobe Acrobat successfully, or is there still an issue?
6. Environment – Is this for personal use or part of a business setup where multiple licenses are involved?

Once I have these details, I can guide you on how to verify the license, ensure activation works smoothly, and share the correct HP resource link for managing software licenses. Could you confirm these points?

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.

[garyMKE]

Hello! I was purchasing a new desktop and added the Adobe Acrobat 3-year license. I cancelled the desktop but still had the license and was charged for it. I did NOT receive the promised emailed key. I tried to see if there was another delivery method, but your after-sales care seems to be quite, quite limited. I did put in a "case" once I figured out how to, again quite a few hoops. The request is limited to 200 characters, and three messages total. and then many days later I get an email that let me know my case was resolved. The email said "Message from our Order Support Team: (Insert Message Here) this is based on the canned message from the “Message” function." This did not help my mood. I created another case for the exact same issue.  My November 29th digital order was fulfilled December 22nd. It took more than three weeks to email a license key. I have no idea how such a company can survive. But over $53 billion in revenue must mean customer care is actually not needed.

[Hawks_Eye]

I’m really sorry you had to go through such a long and frustrating process just to receive a license key. Waiting weeks for something that should be delivered almost instantly, coupled with generic responses and restrictive case messaging, would test anyone’s patience. You showed persistence in following up, and it’s disappointing that the experience felt so limited and impersonal.

In this regards please contact our sales team for further assistance.

Click here  https://www.hp.com/us-en/contact-hp/ww-how-to-buy.html  to reach our sales team.

Thanks!

Hawks_Eye

[garyMKE · Accepted solution]

Just an fyi, your link does NOT go to a "please contact our sales team for further assistance" page, it auto-changes to https://locator.hp.com/us/en/?ml___lang=en-US%20(1)&ml___region=us&ml___cont=US (the generic "Where to Buy" page). Sadly, I did not expect it to deliver what it promised.