Use the Adobe Volume Licensing site

The Adobe Licensing Website (LWS) provides account information to Adobe Volume Licensing (AVL) customers, Adobe Customer Service, and Adobe resellers. Account information includes serial numbers, software downloads, purchase histories, order tracking, upgrade entitlements, points accumulations, and customer contact information.

For information about purchasing Adobe software in volume, visit www.adobe.com/aboutadobe/volumelicensing.

For assistance with top issues, visit the Adobe AVL Self Help and Support page

If you purchased your software through Adobe Volume Licensing (through the Adobe Business Store or an Adobe reseller), your account information is available in the Adobe Licensing Website (LWS). Use LWS to access your serial number (sometimes called an activation code, activation key, or key code).

You can see orders placed in accounts you are a contact on only.

• If your name was on the order, you are automatically a contact on the deploy-to ID account.  
• If you were the contact on the order, see  I can't find which account an order is in to locate the order.

You can see software that is located in an account you are a contact on only. If you need access to the software, your colleague can add you to the account they are a contact on. See I need to add a contact to an order for more information.

For orders made under the TLP program, a similar matching mechanism is used. However, it's necessary that the EUID matches as well, as there is no agreement that can be used to find the correct EUID.

For purchases under the FLP program, orders are transmitted manually to Adobe and entered into the system on this end. The system suggests existing IDs if there is a high enough percentage of a match, but again it is important that the information be provided consistently.

Your LWS Login ID is an email address.

If you cannot log in, try one of the following solutions: 

In most cases, Adobe processes orders and sends you an order confirmation promptly. If it's your first time using volume licensing, Adobe also sends a welcome message with login information. However, order processing can be delayed.

Orders that include a CD/DVD set can take an additional two to three days to process. If you purchased software from an Adobe reseller, contact your reseller for information about the status of your order. For more information about software delivery, see I haven't received the software I purchased.

If the email address you provided with your order is an Adobe ID, use your Adobe ID and password to log in to LWS. (For example, you create an Adobe ID when you download a trial version of an Adobe product.) Otherwise, log in with the email address you provided with your order and a new password you create.

If you don’t know or remember your password, the Licensing Website (LWS) can provide the hint you provided when you created the password. If there is no hint, or the hint doesn’t help, request an email message with a link that allows you to reset the password.

It's possible the email address you are using to log in isn't in the contact information for your volume licensing account. Locate the email address that was used to place the order and use it to log in. Once you’re logged in, you can change the email address you use with your account. Or, if you know who the primary contact for your Licensing Wed Site account is, ask the primary contact to add you as a contact.

For the steps to add an email address to your account, see I need to add a contact to an account.

If you don't know the email addresses associated with your account, or an incorrect email address was submitted with your order, contact Adobe Customer Service.

There are two levels of accounts: End-user IDs (EUIDs) and Deploy-to IDs. Generally, end-user IDs start with 1 or 2, and deploy-to IDs start with 5 or 8. An end-user ID is conceptually the umbrella account for the organization. Deploy-to IDs are intended to map to a physical location, department, or person. Each deploy-to ID can only be associated with one EUID, but an EUID can have multiple deploy-to IDs.

Adobe Volume Licensing accounts are organized as follows:

• Organizational information (organization name and address) is split from the contact information (individual email address). This structure allows for a single record to be maintained for organizations wherever possible.
• An end-user or deploy-to ID is an organization account
• Records for individual contacts are associated with the end user or deploy-to ID. This structure allows a single organization to have multiple contacts, and single contacts to be associated with multiple organizations.
• Any individual contact on an end user or deploy-to ID can see all information for that account. (Previously contacts could see information only on orders they were associated with.)

If your serial number doesn't work, it's possible that you're trying to use it to activate a retail or trial version of the product. When you buy software through Adobe volume licensing, it's necessary to download it from the LWS or use the DVD you received for that order. No activation is required. For instructions on how to download software, see I need to download software purchased through the volume licensing program.

A video demonstrating how to download software in LWS is available at https://my.adobe.acrobat.com/esddownload/.

• TLP customers who've purchased TLP 5.0 licenses have access to the software download for that license at no extra cost. That is, if the software is available as a download.
• CLP customers have access to downloads for any licenses purchased by their Deploy-to ID, providing that the software is available as a download.
• FLP customers must purchase any media they require.

When you buy software through Adobe volume licensing (through the Adobe Business store or an Adobe reseller), Adobe confirms it's processed your order by email. You then access the serial numbers and download the software from the LWS. 

In most cases, orders are processed promptly. However, order processing can be delayed. Orders that include a CD/DVD set can take an additional two to three days to process. If you purchased software from an Adobe reseller, contact your reseller for information about the status of your order.

• For information on how to access your software serial number, see I need the serial number/activation code/activation key/key code for the software I purchased.
• For information about downloading software, see I need to download software purchased through the volume licensing program

Log in to LWS at https://licensing.adobe.com and go to Accounts > Change Your Settings. You can update account settings, such as name, email address, password, and contact and language preferences. 

•  If you change your Communication Preference to LWS Inbox, some Adobe volume licensing email messages are still sent to your email address. For example, order confirmations are always sent to your email address.
• Changing your email address changes your LWS Login ID and Adobe ID.

Important: Anyone you add as a Contact has access to all of your organization's information, including product downloads, serial numbers, and purchase histories. Adobe does not recommend adding your Reseller to your accounts. Resellers receive separate notifications of your orders. For security reasons, Adobe can only add new contacts to an account once it receives written approval from a current contact on the account.

If orders are submitted with information that is different from the accounts that are in Adobe's system, a new account is created.

Orders are entered in the reseller’s system and transmitted electronically to Adobe. Purchases made under a CLP agreement always have the correct end-user ID. The system then tries to match an existing deploy-to ID. To use an existing deploy-to ID, there must be a 100% match with the organization name and the entire address. Any discrepancy results in a new ID being created. Some resellers can specify the deploy-to ID that they want the order to end up in. If they can, it is the best way to make sure that an existing deploy-to ID is reused.

For orders made under the TLP program, a similar matching mechanism is used. However, it's necessary that the EUID matches as well, as there is no agreement that can be used to find the correct EUID.

For purchases under the FLP program, orders are transmitted manually to Adobe and entered into the system on this end. The system suggests existing IDs if there is a high enough percentage of a match, but again it is important that the information be provided consistently.

 

Go to Accounts > Manage your Accounts and click your organization name to view and edit your account details. Data you cannot edit is displayed in gray.

Note: You cannot merge or delete an Adobe Volume Licensing (AVL) account on your own. Contact Adobe to submit your request. Be prepared with your Adobe ID, or IDs if you have multiple accounts

 

Contacts in an organization record can perform the following tasks, depending on the level of access:

• View  and edit account details
• Receive communications regarding orders, shipping, or program information
• Update the organization and program information
• Add or remove contacts from an organization record

All contacts in an organization can view account details, but there are restrictions to what they can edit.

• End User
  • Organization name: Not editable by any contact
  • Address: Editable by any contact
  • Local language organization and address: Editable by any contact
• Direct End User 
  • Only internal Adobe can edit
• Deploy-To
  • Organization name: Not editable by any contact
  • Address: Editable by any contact
  • Local language organization and address: Editable by any contact
• Direct Deploy-To
  • Only internal Adobe can edit
• Sold-To Partner
  • Only Internal Adobe can edit
• Reseller
  • Organization Name: Not editable by any contact
  • Address: Editable by any contact
  • Local Language and Address: Editable by any contact

• Order confirmation: Sent to the contact on the order. As there is only one contact on a given order, you cannot configure LWS to send order confirmation emails to additional contacts. However, once an order has been processed, all contacts can view the order information in LWS.
• Shipping confirmation – sent to the media ship-to contact.
• CLP emails: Sent to the CLP administrator
  
  Note: If the contact on the order is no longer with the company, then these confirmation emails are sent to the primary contact. See Change the default or primary contact for information about changing the contact.

• Organization name: Not editable by any contact in the organization
• Media Duplication option for a CLP: Editable by the program administrator
• Self-Enrolled Affiliate option for a CLP: Editable by the program administrator
• No other options are editable by the program administrator

• End User 
  • Add contact: Anyone can add
  • Remove contact: Anyone can remove a contact as long as it is not the CLP program administrator
• Deploy-To Contact
  • Add contact: Anyone can add
  • Remove contact: Anyone can remove a contact as long as it is not the default contact
  • Change the default contact: Anyone can change

All TLP and FLP orders, plus any CLP orders placed after 14 October 2009, have a license certificate that includes order information. This information includes the end user name, Deploy-to ID, purchase order number, order number, and serial number. 

The license certificate is a PDF document. You can view it from within LWS, save it to your desktop, and email it, to and print a copy for your records. To view your license certificate, follow these steps:

Go to Reports > View CLP Membership Details to locate CLP agreement details, such as agreement status, points achieved, end-user contact information, and upgrade plan details.

• Click an agreement number to see the detailed information for that CLP agreement.

Use the Search Serial Numbers feature to locate and view serial numbers and product details. The search parameters work the same as the parameters for Track Media & Documentation and Obtain License Certificates.

The end-user license agreement (EULA) explains how you can use Adobe software purchased through AVL. For example, if you're the primary user of a volume license Adobe product installed on a computer at work, you can also install and use the software on one secondary computer of the same platform at home or on a portable computer. The EULA applies to both single-user and volume license versions of a product.

For more information about EULAs, see End-user license agreements - FAQ.