Product Registration – Wacom QA EN

Question

What is Product Registration for, and how do I resolve common customer issues?

This article outlines product registration for Wacom products and common issues experienced by customers.
The processes explained here relate to the registration system and CSR tools.

Sections in this Article:

Why should customers register their products?
How do customers register their product?
Troubleshooting registration issues
Software Download and/or Licence Key issues
Device is registered, but expected software is not available
Customer wants to sell or give away their tablet
Deregister product
Wacom Support FAQ links for registration issues

Why should customers register their products?

Registration is required to download software bundles or offers.

It does not affect the warranty in any way
it is only possible to register with either an Electronic Serial Number (ESN) or an SBD Key
It won't give them access to anything they can't access anyway, such as the or Inkspace.

Newer products with an Electronic Serial Number (ESN)

These can only be registered automatically through the Wacom Desktop Center, or by Customer Support using CSR Tools.

Pen Tablets
- Wacom Intuos (2018)
- Wacom Intuos Pro (2017)
- One by Wacom (2nd generation)

Pen Displays

Pen Computers
- Wacom Cintiq Pro Engine

Older product families with an old format Serial Number not an ESN:

These can only be registered if the customer has the SBD Key.

Note that most software will not be available or work anymore anyway.

Pen Tablets
- Intuos Pro (2013)
- Intuos 5
- Intuos 4
- Intuos 3
- Intuos (2015)
- Intuos (2013)
- One by Wacom (1st generation)
- Bamboo tablets

Pen Displays
- Cintiq27QHD family
- Cintiq 22HD family
- Cintiq 13HD family
- Cintiq 24HD family
- Cintiq 12WX
- Cintiq 21UX (DTK/DTZ)

Pen Computers
- Cintiq Companion 2
- Cintiq Companion, Cintiq Companion Hybrid

Business Solutions products

Which products include a Software Bundle?

Software can be included with the purchase of Wacom products in one of two ways:

Software Bundles: the includes license/s for specific software applications; they are part of the product specification.
Promotions: Software is offered for a limited period with certain products, such as the Adobe CC .

It is also possible that third-party resellers offer special promotions. We have no information and cannot assist with questions about these.

What the Software Bundle includes and how long the licenses are for can vary depending on the region the product was purchased and/or is registered in.

WEG: Bundle software according to recent tablet models

Product families which include a Software Bundle:

Creative Hobbyist pen tablets have usually been sold with bundled software. This includes:
Wacom One comes with bundled software.

Product families which do not include a Software Bundle:

these may be eligible for temporary Promotions but do not have a lifetime software offer

One by Wacom pen tablets do not come with bundled software.
Creative Professional devices (Pen Tablets, Pen Displays, Pen Computers) have not included bundled software for a number of years.
Business Solutions products do not come with bundled software except:
- Signature Set used to come with Sign pro PDF for Windows but the Lite license can now be downloaded independently of the signature pad.

How do customers register their product?

To register a Wacom product, the customer needs to have the "Product ID" (not just the !).

The registration process depends on which type of Product ID they have:

There are two registration processes:

newer products with an (ESN/eSerial Number): Automatic registration
older products with an : Manual registration

Registration is slightly different for Russian Federation citizens, check the WEG registration Russia process for details.

Automatic registration

Click on "Register your device in the Wacom Desktop Center.
- If they have problems logging in or viewing the page, they should first their cache and cookies and/or try a different browser.
If the device has registered successfully and it comes with a software bundle or special offer, they will be shown the Software Selection page.
- If not, they will get one of the My Account: Error Messages.
Register it for them. See Troubleshooting registration issues to resolve problems.

Manual registration

Open https://account.wacom.com/ or http://www.wacom.com/register (this is a redirect link) or using the links from at the bottom of www.wacom.com, on the support page, etc.
- If they have problems logging in or viewing the page, they should first their cache and cookies and/or try a different browser.
Once successfully logged in, they need to select their Model Number and enter the and possibly also the Serial Number.
If the device has registered successfully and the software is still available, they will be shown the Software Selection page (see below).
- If not, they will get one of the My Account: Error Messages.
Register it for them. See Troubleshooting registration issues to resolve problems.

Registering a tablet on ChromeOS

There is no driver or Wacom Desktop Center for Chrome OS, so automatic registration is not possible.
Only selected devices are supported on Chrome OS. Other devices can not be registered on this OS, even if they work.
The system will walk the customer through manual registration by entering their Electronic Serial Number as described here

Software Selection

On the Software Selection page, customers have to definitively choose both the operating system and then the software.

The OS can be different for each application, but cannot be changed later by the customer.
ArtRage allowed downloading for the other OS if the customer registers with their Licence Key (software serial number) on https://members.artrage.com/
If they selected the wrong thing, check if we can #Reset Offer.

Software Download and Activation

My Account: View Customer License Key

Perpetual and long-duration licences: Most older offers were for a permanent (perpetual) license, but some had a limited validity period, for example the Clip Studio Paint Pro bundle with Intuos tablets is valid for 2 years.
- these will show a "Download" button and a "Licence Key"
- the "Licence Key" is the code they need to activate the software on installation. It is often called something else such as (Software) "Serial Number", "Activation Key" etc.
- Only send the licence key to the Wacom ID it was registered to, or a verified email address for the same customer. Sending it to a different customer is the same a sending free products. Wacom has to pay for these licence keys.
Bundle offer licences and Special offer licences
- These are usually only valid for a limited period, a "trial software subscription". This is usually considerably longer than the "free trial" that customers will find on the publisher's website. With professional software especially this can have a significant value.
  - Bundle offers are typically between 90 days and 6 months
  - Special offers are typically shorter, 30 to 90 days.
  - Devices with only Trial software can be registered to any customer, even if they were not the original purchaser.
  - These packages do not have a Licence Key ("Software Serial Number")
  - It may be necessary to register with the publisher, but purchase requests can be ignored during the trial subscription period.
  - The Software Library will show a "Start Now" button for these packages:
See #Software Download and/or Licence Key issues or #Installation or Licence Key (software serial number) is not working to resolve problems.

Troubleshooting registration issues

If you follow the steps below, you will resolve almost every registration case on the first contact.

It is almost always quicker and easier for you to do the registration for the customer than to try to get them to troubleshoot.

The only situations in which it is not possible to resolve a registration case as are:

It is an email case and you do not have the customer's Wacom ID and/or Electronic Serial Number (or the for older products).
The tablet has already been registered to someone else, so you will need their proof of purchase before you can #Deregister product.

If a customer contacts you because they are unable to register their device or cannot access the software they were expecting, follow the steps below to identify the cause of the problem.

Check the Customer Activity section on the /s, or the Registrations & Contracts section of their .
If the registration is not shown on the active case or contact, .
- Also check for accounts with same last name (if it's not too common). It may be the parent contacting us on behalf of their child.
Why?
- If they have successfully registered it on more than a few minutes ago, it will have been imported to .
- The customer may have registered their device successfully (possibly some time ago or with a different email address) but does not realise or remember that it has been registered.
- The customer's friend or relative may have registered their device successfully but they do not know.
  
  For example: if they log back in to and click 'Register Product' instead of 'Software Library', they will get one of the My Account: Error Messages.
- In this case, send them the appropriate #Device is Already Registered template.
If you cannot find the device registered to their , search for the Serial Number in (on the 1-Screen Dashboard).
If you find their registered product, send them the appropriate #Device is Already Registered template.
If you have the customer's Wacom ID, and the Electronic Serial Number or the , try registering for your customer in My Account.
- Make sure all the details are typed correctly, and that you select the correct including colour etc.
  1. Wacom ID
  2. (for older products)
If you successfully register the product:
1. Check which the customer wants to install the software on.
2. Check which Bundle Software the customer wants to download, or if their bundle includes all available applications such as for or .
3. Select the OS and Bundle Software for them if you have this information.
4. Send the appropriate #Device is Already Registered template.
- If you are unable to register it, note which of the My Account: Error Messages you get, and follow the appropriate steps below to complete the process.

Customer was unable to register their device

First you need to check the following:

Is it already registered?
Do they have a Wacom ID?
- If not, see #Problems creating a Wacom ID
Do you have their Electronic Serial Number (or the for older products)?
1. If you have these, register it for them.
2. If you know their OS and the Bundle Software they want to download, select these as well.
3. Adjust as necessary and send the #Device registered, OS & Software already selected or #Device registered, OS & Software not selected yet template.
If you don't have their Wacom ID or ESN/SBD Key:
1. Adjust as necessary and send the #Tablet with ESN not registering automatically or #Tablet with SBD Key not registering template.

Problems creating a Wacom ID

If you have sufficient information, you can use eStore to set it up for them, but they still need to activate it themselves.
They may need to check their internet settings, clear Cache and Cookies, try another browser, or try on another device.
Russian citizens need to be on the right language page to register
Please report any other reasons you come across to L2.

Tablet with ESN not registering automatically

First check if the Device is Already Registered
If not but you have their email and ESN, register it for them and then send the appropriate Device is Already Registered template.

Template EN
To register your device, the Wacom Desktop Center has to have a connection to the registration server. You could check your internet security settings, reset your default browser's cache and cookies, or try installing the Wacom driver (http://www.wacom.com/drivers) on another computer and registering it there. I would also be happy to register it for you. Please send me your 'Wacom ID' email address and the tablet serial number (click on 'My Devices in the Wacom Desktop Center to find this). Once registered, you can log in from any device and access the installer file or activation link and your Licence Key (the software serial number) in your Wacom Software Library http://account.wacom.com/software-library If you experience any difficulty installing, activating or using the software, please contact the software publisher as they will be better able to help at that point. If you don't have any other graphics software installed, you could download a free app to get started right away such as Krita https://krita.org

Template DE
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Template ES
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Template FR
Pour enregistrer votre appareil, le Wacom Desktop Center doit avoir une connexion au serveur d'enregistrement. Vous pouvez vérifier vos paramètres de sécurité Internet, réinitialiser le cache et les cookies de votre navigateur par défaut, ou essayer d'installer le pilote Wacom (http://www.wacom.com/drivers) sur un autre ordinateur et l'y enregistrer. Je serais également heureux de l'enregistrer pour vous. Veuillez m'envoyer votre adresse électronique "Wacom ID" et le numéro de série de la tablette (cliquez sur "Mes appareils" dans le Wacom Desktop Center pour le trouver). Une fois enregistré, vous pouvez vous connecter à partir de n'importe quel appareil et accéder au fichier d'installation ou au lien d'activation et à votre clé de licence (le numéro de série du logiciel) dans votre bibliothèque de logiciels Wacom http://account.wacom.com/software-library Si vous rencontrez des difficultés pour installer, activer ou utiliser le logiciel, veuillez contacter l'éditeur du logiciel, car il sera mieux à même de vous aider à ce stade.

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Template RU
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Case Note: (delete any lines you didn't send); - WDC needs internet connection; - clear cache/try other browser/device etc.; - can register for you, send Wacom ID + ESN; - installer + licence key in SW Library

Tablet with SBD Key not registering

Adjust the template if it is already registered.

Template EN
To register your tablet and access the bundled sofware you need the "Software Bundle Download Key" (SBD Key), not the model or serial number. You can find this on or in the box as shown here: https://www.wacom.com/support?guideId=001-605 Please note that SBD Keys can only be used once. If you received it as a gift or a used or refurbished product (unless you purchased it from the Wacom eStore), please contact the person you got it from and request the installation file and the Licence Key (the software serial number) from their Wacom Software Library http://account.wacom.com/software-library If do not have the SBD Key, I'm afraid you will not be able to access the original software bundle. However, the bundled software will probably be an out of date version by now and may not even install on a newer operating system. You could buy the new version from the software publisher or use an alternative package such as the free app If you experience any difficulty installing, activating or using the software, please contact the software publisher as they will be better able to help at that point. If you would like further assistance with the registration, please send me a photo of your SBD Key and a proof of purchase (copy, scan or photo of your receipt showing the dealer name and the date of the purchase). If it has not already been used we should be able to register it for you anyway, I will get back to you with the next steps.

Template DE
Um Ihr Tablet zu registrieren und auf die gebündelte Software zuzugreifen, benötigen Sie den "Software Bundle Download Key" (SBD Key), nicht die Modell- oder Seriennummer. Diesen finden Sie auf oder in der Verpackung wie hier abgebildet: https://www.wacom.com/support?guideId=001-605 Bitte beachten Sie, dass SBD Keys nur einmal verwendet werden können. Wenn Sie ihn als Geschenk oder als gebrauchtes bzw. wiederaufbereitetes Produkt erhalten haben (es sei denn, Sie haben ihn im Wacom eStore erworben), wenden Sie sich bitte an die Person, von der Sie ihn erhalten haben, und fordern Sie die Installationsdatei und den Lizenzschlüssel (die Seriennummer der Software) in deren Wacom Software Library an http://account.wacom.com/software-library Wenn Sie den SBD-Schlüssel nicht haben, können Sie leider nicht auf das Original-Software-Bundle zugreifen. Die gebündelte Software wird aber wahrscheinlich schon eine veraltete Version sein und lässt sich möglicherweise nicht einmal auf einem neueren Betriebssystem installieren. Sie könnten die neue Version beim Softwarehersteller kaufen oder ein alternatives Paket wie die kostenlose-App Wenn Sie Schwierigkeiten bei der Installation, Aktivierung oder Verwendung der Software haben, wenden Sie sich bitte an den Softwarehersteller, da dieser Ihnen dann besser helfen kann. Wenn Sie weitere Unterstützung bei der Registrierung wünschen, senden Sie mir bitte ein Foto Ihres SBD-Schlüssels und einen Kaufbeleg (Kopie, Scan oder Foto Ihrer Quittung, die den Namen des Händlers und das Datum des Kaufs zeigt).Soweit es noch nicht verwendet wurde, sollten wir es trotzdem für Sie registrieren können, ich melde mich dann bei Ihnen mit den nächsten Schritten.

Template ES
please submit your translation to L2!

Template FR
Pour enregistrer votre tablette et accéder au logiciel fourni, vous avez besoin de la "Software Bundle Download Key" (clé SBD), et non du modèle ou du numéro de série. Vous trouverez cette clé sur ou dans la boîte, comme indiqué ici : https://www.wacom.com/support?guideId=001-605. Veuillez noter que les clés SBD ne peuvent être utilisées qu'une seule fois. Si vous l'avez reçu en cadeau ou s'il s'agit d'un produit usagé ou remis à neuf (à moins que vous ne l'ayez pas acheté dans la boutique en ligne Wacom), veuillez contacter la personne qui vous l'a offert et demander le fichier d'installation et la clé de licence (le numéro de série du logiciel) dans sa bibliothèque de logiciels Wacom http://account.wacom.com/software-library. Si vous n'avez pas la clé SBD, je crains que vous ne puissiez pas accéder à l'ensemble des logiciels originaux. Cependant, le logiciel fourni est probablement une version obsolète et peut même ne pas s'installer sur un système d'exploitation plus récent. Vous pouvez acheter la nouvelle version auprès de l'éditeur du logiciel ou utiliser un autre pack tel que l'application gratuite Si vous rencontrez des difficultés lors de l'installation, de l'activation ou de l'utilisation du logiciel, veuillez contacter l'éditeur du logiciel, qui sera mieux à même de vous aider à ce stade. Si vous souhaitez obtenir de l'aide pour l'enregistrement, veuillez m'envoyer une photo de votre clé SBD et une preuve d'achat (copie, scan ou photo de votre reçu indiquant le nom du revendeur et la date de l'achat). Si elle n'a pas encore été utilisée, nous devrions être en mesure de l'enregistrer pour vous de toute façon, je reviendrai vers vous avec les prochaines étapes.\|-

Template IT
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Template RU
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Case Note: (delete any lines you didn't send); - need SBD Key to register, check the box: SBDK FAQ link; - SBDK can only be used once; - ask seller/giver for installer + licence key; - SW might be out of date: buy new; - contact SW publisher for SW Qs; - send photo of SBDK

SBD Key not working

Try to register it for them.
Check the SBD Keys article for SBD Key Spelling Issues etc.
Intuos 2015: check the (SKU) matches the SBD Key: Intuos (2015)#EMEA SKUs
Adjust as necessary and send the appropriate template:

Device is Registered to This Customer

Device registered, OS & Software already selected

Send the template below if you or the customer have selected the tablet and the OS & Software.

If you do not know the OS or which software the customer wants to download, send the #Device registered, OS & Software not selected yet template.

Template EN
I can see from your account that you have successfully registered your tablet and added the program/s to your Wacom 'Software Library'. I have been able to successfully register your tablet for you and added the program/s to your Wacom 'Software Library'. The SBD Key is a one-time key to allow you to do this, so it is not needed anymore. Please log into your Software Library with the following link, which you could also save for future reference: http://account.wacom.com/software-library You will then see the Download button and the software licence key which you need to enter during or after installation (NB this is sometimes called something else by the software publishers e.g. "Serial Number"). If you experience any difficulty installing, activating or using the software, please contact the software publisher as they will be better able to help at that point. If you have any further questions about your account please reply to this email. If you should need to contact us regarding a different subject, please use the form on our contact page: http://www.wacom.com/contact

Template DE
Wie ich sehe haben Sie Ihr Intuos-Tablett erfolgreich registriert, und Ihre Anwendungen Ihr Wacom 'Software-Bibliothek' hinzugefügt. Ich habe Ihr Intuos-Tablett erfolgreich registrieren können, und Ihre Anwendungen Ihrer Wacom 'Software-Bibliothek' hinzugefügt. Melden Sie sich deshalb bitte in Ihr Software-Bibliothek http://account.wacom.com/software-library an. Dieser Link könnten Sie auch für die Zukunft abspeichern. Wählen Sie dort Ihr Tablett aus, dann sehen Sie der Download-Knopf, sowie auch der Lizenzschlüssel, dass Sie bei der Installation eingeben müssen. Anmerkung: dieser Schlüssel wird von manchem Softwareherausgeber anders benannt, z.B. Seriennummer. Sollten Sie dann irgendwelche Schwierigkeiten bei der Installation, Aktivierung oder Benutzung der Software haben, melden Sie sich bitte direkt bei der Softwareherausgeber, weil sie damit eher behilflich sein können. Haben Sie weiteren Fragen über Ihr Wacom-Konto, antworten Sie bitte auf diese Mail. Sollten Sie uns irgendwann einmal wieder aus einem anderen Grund kontaktieren wollen, so benutzen Sie bitte unser Kontaktformular auf unserer Webseite: http://www.wacom.com/contact

Template ES
please submit your translation to L2!

Template FR
Je peux voir à partir de votre compte que vous avez enregistré avec succès votre tablette et que vous avez ajouté le/les logiciel/s à votre 'Bibliothèque de logiciels' Wacom. J'ai réussi à enregistrer votre tablette pour vous et ajouté le/les logiciel/s à votre 'Bibliothèque de logiciels' Wacom. La clé SBD est une clé non réutilisable pour vous permettre de le faire, elle n'est donc plus nécessaire. Veuillez vous connecter à votre bibliothèque de logiciels avec le lien suivant, que vous pouvez également enregistrer pour une référence ultérieure : http://account.wacom.com/software-library. Vous verrez alors le bouton de téléchargement et la clé de licence du logiciel que vous devez entrer pendant ou après l'installation (NB : les éditeurs de logiciels appellent parfois cela autrement, par exemple " Numéro de série "). Si vous rencontrez des difficultés pour installer, activer ou utiliser le logiciel, veuillez contacter l'éditeur du logiciel car il sera mieux à même de vous aider à ce moment-là. Si vous avez d'autres questions concernant votre compte, veuillez répondre à ce mail. Si vous avez besoin de nous contacter sur un autre sujet, veuillez utiliser le formulaire de notre page de contact : http://www.wacom.com/contact

Template IT
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Template NL
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Template RU
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Case Note: (delete any lines you didn't send); - reg'd successfully

- SBD Key is one-time, not needed again

- login to SW Library - save the link

- will then see download + licence key

- contact SW publisher for SW Qs

- reply to email for account Qs or /contact for other issues

Device registered, OS & Software not selected yet

Send the template below if you or the customer have selected the tablet but not yet selected the OS & Software.

If you know the OS and which software the customer wants to download, or if their bundle includes all available applications such as for or , it avoids further problems if you select it for them.
then send the #Device registered, OS & Software already selected template

Template EN
I can see from your account that you have successfully registered your tablet. I have been able to successfully register your tablet for you. Please log into your Software Library with the following link, which you could also save for future reference: http://account.wacom.com/software-library You can then select your tablet and operating system (OS), and add your choice of software to your 'Software Library'. Please make sure you select the correct OS and program/s, as this cannot be changed later. You will then see the Download button and the software licence key which you need to enter during or after installation (NB this is sometimes called something else by the software publishers e.g. "Serial Number"). If you experience any difficulty installing, activating or using the software, please contact the software publisher as they will be better able to help at that point. If you have any further questions about your account please reply to this email. If you should need to contact us regarding a different subject, please use the form on our contact page: http://www.wacom.com/contact

Template DE
Wie ich sehe haben Sie Ihr Intuos-Tablett erfolgreich registriert. Ich habe Ihr Intuos-Tablett erfolgreich registrieren können. Melden Sie sich nun bitte in Ihrer Software-Bibliothek http://account.wacom.com/software-library an. Diesen Link können Sie auch für die Zukunft abspeichern. Wählen Sie dort Ihr Tablett sowie Ihr Betriebssystem aus; es wird dann die Software-Auswahl angezeigt. Die Auswahl ist bindend, gehen Sie bitte sicher, dass Sie das richtige Betriebssystem und die richtige Bundle-Software auswählen. Nachdem die Software der Bibliothek hinzugefügt wurde sehen Sie den Download-Knopf und Ihren Lizenzschlüssel, den Sie bei der Installation eingeben müssen. (Anmerkung: dieser Schlüssel wird von manchen Softwareherausgebern anders bezeichnet, z.B. Seriennummer) Sollten Sie Schwierigkeiten bei der Installation, Aktivierung oder Benutzung der Software haben, kontaktieren Sie bitte den Softwareherausgeber, dieser kann Ihnen dabei eher behilflich sein. Haben Sie weiteren Fragen zu Ihrem Wacom-Konto, antworten Sie bitte auf diese Mail. Sollten Sie uns irgendwann einmal wieder aus einem anderen Grund kontaktieren wollen, so benutzen Sie bitte unser Kontaktformular auf unserer Webseite: http://www.wacom.com/contact

Template ES
please submit your translation to L2!

Template FR
Je peux voir à partir de votre compte que vous avez enregistré avec succès votre tablette. J'ai réussi à enregistrer votre tablette pour vous. Veuillez vous connecter à votre bibliothèque de logiciels avec le lien suivant, que vous pouvez également enregistrer pour une référence ultérieure : http://account.wacom.com/software-library. Vous pouvez ensuite sélectionner votre tablette et votre système d'exploitation, et ajouter votre choix de logiciels à votre " bibliothèque de logiciels ". Veillez à sélectionner votre système d'exploitation et la ou les applications souhaitées, car elles ne pourront pas être modifiées ultérieurement. Vous verrez alors le bouton de téléchargement et la clé de licence du logiciel que vous devez entrer pendant ou après l'installation (NB : les éditeurs de logiciels appellent parfois cela autrement, par exemple " Numéro de série "). Si vous rencontrez des difficultés pour installer, activer ou utiliser le logiciel, veuillez contacter l'éditeur du logiciel car il sera mieux à même de vous aider à ce moment-là. Si vous avez d'autres questions concernant votre compte, veuillez répondre à ce mail. Si vous avez besoin de nous contacter sur un autre sujet, veuillez utiliser le formulaire de notre page de contact : http://www.wacom.com/contact

Template IT
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Template NL
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Template RU
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Case Note: (delete any lines you didn't send); - reg'd successfully; - login to SWLibrary - save the link; - need to select tablet + OS + add SW to Library; - will then see download + licence key; - contact SW publisher for SW Qs; - reply to email for account Qs or /contact for other issues

Device registered to a different Wacom ID

If you get the error message Eserial number { esn } Is Already Registered, then it has already been registered to a different Wacom ID.

Run a My Account: Registration Search for the eSerial Number (or the SBD Key for older products).
Check the account details, also in My Account, to see if it may be the same customer just a different Wacom ID, or if it may have been registered by a friend or relative.
1. If it is the same customer or a friend or relative, send the Device registered, OS & Software already selected or Device registered, OS & Software not selected yet template and tell them to log in with that Wacom ID.
2. If it appears to be a different customer:
  1. If the device only includes trial software, or if it was purchased refurbished from the Wacom eStore, you can Deregister their product and re-register it to your customer's Wacom ID, then send the Device registered, OS & Software already selected or Device registered, OS & Software not selected yet template.
  2. If your customer's bundle includes a long-duration or perpetual software licence, you need to see their Proof of Purchase before you Deregister their product to make sure they bought it new. Send the "New device already registered by someone else" template below.
    - Do not share full names or email addresses as this may be in breach of GDPR!
    - Once you have confirmed that your customer purchased it as a new device:
      1. Deregister the earlier registration
      2. register it to their (new) Wacom ID.
      3. Make sure you have clearly explained what happened in the Description of Problem and have attached the documents.
        
        The ticket might be reviewed, or the original owner might contact us in future.

Template: New device already registered by someone else

Send the template below if your customer has purchased a new device which was already registered by someone else.

If you already know whether the device was bought new or second hand, edit the template before sending.

Template EN
Your device is already registered in our system, so it appears that your tablet has been sold previously to someone else. If you received it as a gift or a used or refurbished product (unless you purchased it from the Wacom eStore), please contact the person you got it from and request the installation file and the software serial number ("Licence Key") from their Wacom Software Library http://account.wacom.com/software-library If it was sold to you as a new device this should not happen, so please report the issue to your reseller. However, this is not usually a problem as long as it is in good condition and everything was included in the box (you can check you product's specification on www.wacom.com). Your 2-year guarantee runs from the date you received it. If you can send me a proof of purchase (copy, scan or photo of your receipt showing the dealer name, the product, and the date of the purchase), we should be able to register it for you anyway, I will get back to you with the next steps.

Template DE
Dein Gerät ist bereits in unserem System registriert. Es scheint also, dass dein Tablett schon einmal an jemand anderen verkauft wurde. Wenn du es als Geschenk oder ein gebrauchtes oder überholtes Produkt erhalten hast (es sei denn, du hast es im Wacom eStore gekauft), wende dich bitte an die Person, von der du es erhalten hast. Fordere die Installationsdatei und die Software-Seriennummer ("Lizenzschlüssel") aus der Wacom Software-Bibliothek unter account.wacom.com an. Wenn es als neues Gerät an dich verkauft wurde, sollte dies nicht passieren, also melde das Problem bitte bei dem Wiederverkäufer. In der Regel ist dies jedoch kein Problem, solange es in gutem Zustand ist und alles in der Verpackung enthalten war (du kannst die Spezifikation deines Produkts unter www.wacom.com überprüfen). Deine 2-Jahres-Garantie läuft ab dem Datum, an dem du es erhalten hast. Wenn du mir einen Kaufbeleg (Kopie, Scan oder Foto deiner Rechnung mit Produkt, Händlernamen und Kaufdatum) zusenden kannst, sollten wir das Gerät trotzdem für dich registrieren können. Ich melde mich dann mit den nächsten Schritten wieder.

Template ES
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Template FR
Votre numéro de série ou votre clé SBD est déjà enregistré dans notre système, il semble donc que votre tablette ait été vendue auparavant à quelqu'un d'autre. Si vous l'avez reçue comme cadeau ou comme produit d'occasion ou remis à neuf (sauf si vous l'avez achetée dans la boutique en ligne de Wacom), veuillez contacter la personne qui vous l'a offerte et demander le fichier d'installation et le numéro de série du logiciel ("Clé de licence") à sa bibliothèque de logiciels Wacom http://account.wacom.com/software-library Si elle vous a été vendue comme un nouvel appareil, cela ne devrait pas se produire, alors veuillez signaler le problème à votre revendeur. Toutefois, ce n'est généralement pas un problème tant qu'il est en bon état et que tout était inclus dans la boîte (vous pouvez vérifier les spécifications de votre produit sur www.wacom.com). Votre garantie de 2 ans court à partir de la date de réception. Si vous pouvez m'envoyer une preuve d'achat (copie, scan ou photo de votre reçu indiquant le nom du revendeur et la date d'achat), nous devons de toute façon pouvoir l'enregistrer pour vous, je vous recontacterai pour vous indiquer les prochaines étapes.

Template IT
Il numero di serie o codice SBDK sono giá registrati nel nostro sistema, a quanto pare la tavoletta era giá stata venduta in precedenza a qualcun altro. Se hai ricevuto la tavoletta in regalo o come usata o come prodotto ricondizionato ( amenoche tu l'abbia comprata sul nostro eStore), per favore contatta la persona da cui avuta e richiedi I file d'installazione e I numeri di serie dei programmi ("Chiavi di Licenza") dalla loro Libreria Software Wacom http://account.wacom.com/software-library Se ti é stata venduta come un dispositivo nuovo questo non sarebbe dovuto accadere, quindi per favore riferisci il problema al tuo rivenditore. Tuttavia, questo solitamente non é un problema se la tavoletta é in buone condizione e tutti gli accessori erano inclusi nella scatola (puoi controllare le specifiche del tuo prodotto su www.wacom.com). La garanzia di 2 anni per la tua tavoletta, parte dal momento in cui l'hai ricevuta. Se mi invii la prova d'acquisto (copia, scan o foto della ricevuta su cui é mostrato il nome del rivenditore e la data d'acquisto), saremmo in grado di registrare la tavoletta in ogni caso e ti forniremo maggiori indicazioni su come procedere.

Template NL
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Template RU
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Case Note: (delete any lines you didn't send); - already registered by someone else; - if gift/2nd hand/refurb (except eStore) contact giver/reseller; - shouldn't happen, can talk to dealer, but if tablet OK shouldn't be a problem; - guarantee 2yrs from receipt by you; - send PoP, will advise next steps

#Device is registered, but expected software is not available

#Customer wants to sell or give away their tablet

Software Download and/or Licence Key issues

Customer wants to sell or give away their tablet

Adjust and send the #Device is registered, but expected software is not available template.

Device is registered, but expected software is not available

Possible situations:

Software they want is not in the bundle
- For example, a Wacom Intuos (2018) that came from the US (often as an Amazon purchase) where all 3 apps are included was ordered by a customer in . These customers are not entitled to the extra software.
Software is not shown in Software Library when it should be:
1. In My Account: View Customer License Key. If you can see it, they need to clear cache/try other browser/device etc. to access it.
  - If they still can't access it, you could send the installer file and the licence key to the Wacom ID it was registered to, or a verified email address for the same customer.
2. Try to #Deregister product and register it to their Wacom ID again.
3. Collect all customer details, screenshots of their Software Library (from their end and from CSR Tools) and escalate the case.
Customer was able to download but the #Installation or Licence Key (software serial number) is not working
Old tablet/software is not available anymore in the customer's Software Library: adjust and send the template below.

Template EN
The tablet is already on our system so it cannot be registered again. The installation file and license key are saved in the Wacom Software Library http://account.wacom.com/software-library of the Wacom ID it is registered to, and can be downloaded from there and re-installed on another computer as long as the sofware publisher's licence conditions allow this. If you experience any difficulty installing, activating or using the software, please contact the software publisher as they will be better able to help at that point. However, it is likely that this old software is no longer available or compatible. I recommend therefore that you simply install the latest driver for your tablet www.wacom.com/drivers and use another graphics application such as Krita https://krita.org/en/. These are free and probably more comprehensive than what was bundled at the time!

Template DE
Das Tablett ist bereits in unserem System, und kann daher nicht erneut registriert werden. Die Installationsdatei und der Lizenzschlüssel befinden sich in der Wacom Software Library http://account.wacom.com/software-library der Wacom ID worauf es registriert ist, und können von dort heruntergeladen und auf einem anderen Computer wieder installiert werden, solange die Lizenzbedingungen des Softwareherstellers dies zulassen. Sollten Sie Schwierigkeiten bei der Installation, Aktivierung oder Nutzung der Software haben, wenden Sie sich bitte an den Softwarehersteller, da dieser Ihnen eher helfen kann. Es ist jedoch wahrscheinlich, dass diese alte Software nicht mehr verfügbar oder kompatibel ist. Ich empfehle daher, dass Sie einfach den neuesten Treiber für Ihr Tablett www.wacom.com/drivers installieren und ein anderes Grafikprogramm wie Krita https://krita.org verwenden. Diese sind kostenlos und wahrscheinlich umfangreicher als das, was damals gebündelt wurde!

Template ES
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Template FR
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Template IT
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Template NL
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Template RU
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Customer has the wrong Operating System or Software in their Library

Follow the to determine if the customer should get new licence key/s or should find an alternative such as buying it or downloading freeware.

If the customer has used the bundled software then later changed their operating system, they are not entitled to the other version.
- Generating an SBD Key or registering a tablet does not cost Wacom anything.
- Selecting the software to generate a new licence key does means Wacom has to use/buy a new licence key from the publisher.
If someone bought a music CD and opened it, they would not be able to return it to the shop and get a different version!'
- Adjust and send the #Tablet with SBD Key not registering template, explaining why they don't have a licence for the other OS or application.
If the customer selected the wrong OS or software by mistake, then you can use My Account: Reset Offer in My Account to leave the tablet registered but enable the OS and software to be re-selected.
- Make sure it was a genuine mistake! If you are not totally sure:
1. Adjust and send the #Tablet with SBD Key not registering template:
  - Explain why they don't have a right to the other OS or application
  - Ask for their Proof of Purchase.
  - Ask for a photo of the model and serial numbers on the device, or a screenshot of 'My Devices' in Wacom Desktop Center for new-generation products, to confirm they have it and there are no typos etc.
2. Check with 2nd Level to ask if it is OK to .
If you do Reset Offer:
1. If you know what they need, select the correct OS and software for them to avoid further mistakes.
  
  Make sure they know this is a one-time exception!

Installation or Licence Key (software serial number) is not working

If they are unable to install the software, make sure they have downloaded it for the correct OS (Windows: .exe file, macOS: .dmg file); then check for any bundle or issues:
First make sure they are entering the Licence Key, not the , tablet Serial Number or other code.
- Most software packages ask for a "Serial Number" to unlock the software, meaning the software serial number, which confuses a lot of customers.
- Most licences are permanent from our side, but may expire when the publisher retires the software, check for software-specific terms below.

Clip Studio Paint Pro
- The Clip Studio Paint Pro licence bundled with Intuos tablets is for 2 years (24 months) only and cannot be extended by Wacom.

special offer licences vary but are not more than a few months, check the conditions of EMEA Promotions.
Substance Suite 3D
- What is Substance Suite by Adobe?
- How to Redeem Substance Suite

Installation is not working because the trial version was already installed:
- The Wacom licence key/software serial number will only unlock the program if it was installed with the installer downloaded from the Wacom Software Library.
- The customer will need to remove all Corel Painter Essentials files before installing again. If they need help with that, they should contact www.corel.com/support
  - escalate to L2. We may be able to send an older version of CPE or an alternative 32-bit application.
From July 2020 onwards, Wacom Intuos customers get a 90-day trial for Corel Painter Essentials and Corel Aftershot Pro. A licence key is not required to unlock the trial, but they will be asked to purchase one.

ZBrush Core

For Intuos 3D users, ZBrush Core Registration is different to the normal download and activation.

Clicking Download redirects to the Pixologic site, where they have to enter the licence key in the "CD Code" box, then register, download and activate the software as described.

Deregister product

What does de-registering a product do?

For products with an ESN, it makes that serial number available to be registered again, e.g. to a different Wacom ID.
For products with an it just removes the product from the original Wacom ID's Software Library. The original SBD Key cannot be used again, so a new one needs to be created to activate bundle software for a new Wacom ID.
De-registering does not deactivate a software licence/serial number that has already been downloaded. Customers will no longer be able to download the installer from their Software Library, but if they have saved it to their computer they can still re-install it and activate it with teh Licence Key.

When would you de-register a device?

if the device was registered in error, e.g. to the wrong email address
if the device was registered by a customer then returned to the shop

Things to check before de-registering a device:

Make sure that your customer is the original owner of the device (for example, check their Proof of Purchase).
- If a product has been registered and then sold on or given away as a used product, the new owner **. Wacom has to pay for any additional software licences activated if the product is registered again.
If your customer has a right to the Software Bundle, then #Deregister product and register it to their (new) Wacom ID

How do you de-register a device?

For previous generation products, use My Account: Create SBD Key, then register it for them.
For current products, the ESN is tied to the the tablet needs to be deregistered so the software can be reassigned.

Wacom Support FAQ links for registration issues

Send the link to the FAQ if it applies and is complete, rather than sending your own instructions: