I paid for my monthly subscription after changing payment method and cannot access my credits

Hi ​@skillful_contributor7a8d,

When a payment method is updated or a lapsed subscription is settled, the web app often caches the previous expired session token, or you may be signed into a different account profile.

Step 1: Sign out and refresh your session

1. Go to firefly.adobe.com.

2. Click your avatar / profile icon in the upper-right corner and select Sign Out.

3. Clear your browser cache or open a Private / Incognito window.

4. Sign back in using your Adobe ID. (If prompted to choose between a Personal Profile and a Business/Enterprise Profile, choose the profile associated with your payment).

5. Check if your generative credit balance updates.

Step 2: If your credits still do not appear

Please provide the following details so we can investigate further:

1. Plan status: Go to account.adobe.com and check your overview page. Does the plan show as active, or does it state payment pending/processing?

2. Screenshots (please redact any personal email or payment details):

   • A full screenshot of your browser window on the Firefly page showing the zero credits and the upper-right corner.

   • A screenshot of the pop-up menu that appears when you click your avatar icon in the upper-right corner.

   • A screenshot of the left two columns of your account.adobe.com overview showing your active plans.

Thanks,

droopy