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.
I'm having problems logging in to the Licensing Website
Your LWS Login ID is an email address.
If you cannot log in, try one of the solutions suggested in this section.
Ask Adobe to change your Login ID
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.
Enter a different Login ID
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 in the Manage account section below.
Create a password
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.
Enter the email address you provided with your order. If you received a welcome message, use the email address the message specifies.
Click Continue and follow the instructions to create your password.
Get a hint or reset the password
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.
Enter the email address you use for LWS. For example, enter the email that you provided with your order or your Adobe ID.
Click Rest my password.
What is the difference between an End-User ID (EUID) and a Deploy-to ID (DTID)?
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.)
I need the serial number/activation code/activation key/key code for the software I purchased
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).
Your Login ID is the email address you provided with your order. It can also be an email address specified in your account’s list of contacts. For more information about logging in, see I'm having problems logging in to the Licensing Website in the Logging in, login ID, and password section above.
Under Licenses, click Retrieve Serial Numbers.
To filter the serial numbers that appear, select an item from the End User ID or Deploy-To ID list and click Search. For example, select a Deploy-to ID that includes your company name and location.
To filter the list of serial numbers further, select an item from the Product Name, Product Version, or Platform lists.
Click Export To CSV to save the list as a spreadsheet.
The serial number I got from the Licensing Website doesn't work
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 in the Software, download, and License section below.
I need to find my serial numbers
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.
Set the start and end dates to the period in which the order was placed.
Click Search. The list of software purchased during that time period appears, including the end user and deploy-to IDs and the serial keys.
You can review the orders online or export them to a spreadsheet by choosing Export to CSV.
Why can't I find my order?
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, to locate the order, see I can't find which account an order is in solution in the Manager order section.
My colleague can see this software, but I cannot
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. For more informaiton, see I need to add a contact to an order in the Manager order section above.
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.
Wait for Adobe to confirm your order
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 in the Software, download, and License section below.
I haven't received the software I purchased
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 in the Serial number, activation code or key section above.
For information about downloading software, see I need to download software purchased through the volume licensing program in the Software, download, and License section below.
Receive communications regarding orders, shipping, or program information
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. For information about changing the contact, see Change the default or primary contact in the Manage account section below.
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
I want to change my email address or password for the Licensing Website
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.
Type in the first name, last name, and email address for the new contact
Select the account or accounts you want to add the contact to.
Click Save.
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.
Click the account ID for the account that you want to change.
Click the Contacts tab.
Select the contact that you want to delete.
Click the trash can icon on the right side of the screen.
I don't know why I have so many accounts
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.
What can contacts do in the system?
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
View and edit account details
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
Update the organization and program information
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
Add or remove contacts from an organization record
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
Change the default or primary contact
Log in to the Licensing Website.
Go to Accounts > Manage Your Accounts.
Click Contacts.
If you are a Deploy-To partner or Reseller and want to change the default contact, find the name of the contact to designate as the default. Then click the radio button at the right of the row.
If you are the CLP program administrator for your organization, you can make someone else the program administrator.
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.
Select the End User or Deploy-To ID account that contains the software from the End User/Deploy-To ID list. If you do not know which account the software is in, see I can't find which account an order is in in the Manage order section above.
Click Search.
To filter the list of products, select items from the Product Name, Version, Platform, Language, or App Server lists. Ensure that you are using the name of the product as it appears on the order. For example, Design Premium in CS4 became Adobe Design Premium in CS5.
Follow the instructions on the download page.
I haven't received the software I purchased
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 in the Serial number, activation code or key section above.
For information about downloading software, see I need to download software purchased through the volume licensing program in the Software, download, and License section below.
View license certificates
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:
On the LWS home page, click Licenses, then Obtain License Certificates.
Enter your search criteria.
Click a Certificate ID link to open the license certificate PDF.
How can I use software purchased through Adobe Volume Licensing
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.
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.
Track media and documentation
On the LWS home page, click Licenses, then Track Media & Documentation.
Enter the search criteria., ensuring that the date range covers the date of purchase.
Click Search. The Results table appears with order and shipment information.
