Participating Frequently

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Missing files and Premium membership

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It all came back a while ago, and now it’s gone again and everything is gone, as well as my premium membership!

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Enchanted_Pantherb969

Participant

I can't find my account and I'm in tears

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Rose DV

Community Manager

I’m really sorry to hear that, @Enchanted_Pantherb969! Your first step is to make sure you’re signing in to Adobe Express with the same account and sign-in method you used before.

Go to the Adobe account sign-in page, select Get help signing in, and then Find your account. You can check an email address or registered phone number you may have used.

If you’re able to sign in but don’t see your Adobe Express projects, let us know what you see and which sign-in method you used, without posting any personal account details.

Adobe Customer Care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all Adobe cookies. (You should be able to ask to speak to an advisor after briefly describing your issue to the virtual assistant.)

Rose

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Amitej S

Community Manager

Hi @Lily @MathildaMj!

Could you verify that you're signed in with the correct Adobe account by checking the email address at account.adobe.com?

If you have multiple Adobe accounts (personal, work, or school), it's possible you're signed into a different one, and if that's the case, it may look like a fresh account with no files and membership.

For the Premium membership, please check your plan status under account.adobe.com/plans. If your subscription is active, sign out of Adobe Express completely, clear your browser Cache/cookies and sign back in. If the plan has expired, you'll need to reactivate it.

If you're still unable to access your files or Premium membership after trying the above, please contact Adobe Support via https://helpx.adobe.com/contact.html.

Do share your observations!

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M

MathildaMj

Participating Frequently

Hi, i tried to log out and log in again and the issue remains.. Unfortunately the page that i had managed to work with dissapeard while doing so so now i cant reach anything anymore.. :/

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Amitej S

Community Manager

@Lily @MathildaMj, This seems to be an account-related issue and unrelated to the outage event. So i’ll branch out this to a new conversation to avoid any confusion in the community!

Branched out from:

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MathildaMj

Participating Frequently

@Amitej S Hi! I tried to open in a new browser but the issue still remains.. I have managed to open a page earlier while it still worked. There im able to plan my calendar but if i want a new page an wotk with creating files at the same time, nothing works.. :/

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L

LilyAuthor

Participating Frequently

@Amitej S Hi, nothing is showing up at all, neither is my membership. Not showing up online or on the app.

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Amitej S

Community Manager

Hi @MathildaMj, @Lily, are your Adobe Express files still not showing up in ‘Your Stuff’?
Can you try clearing out the cache/cookies of the browser once and recheck? You can also try on incognito/private browsing mode.

Do share your observations!

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MathildaMj

Participating Frequently

Same here….

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